The key element of agent workflow management is the ability to monitor the total workload of the contact center. When monitoring all outgoing calls and incoming cases in a single list, the supervisor can quickly identify the cases that require attention.
Use the [Queues] section to view all incoming cases, contactsand accounts in a single list if they were added to the static queues or are within the dynamic queues according to the filter settings.
The list displays key information about the queue content. You can manage the information displayed using the standard [View] menu > [Select fields to display] menu.
| Queue | The queue which the element belongs to. Click the queue name to open the set up page of the current queue. |
| Agent | The agent who processed the queue element or was assigned by the contact center manager to handle the queue element. |
| Status | Current status of the element in a queue: "Not processed" – the agent has not started working with the element. Assigning the agent does not change the status of the element in the queue. "In progress" – the agent has started working on the element by clicking the [Take it] button. "Processed" – the agent has finished working with this element. The elements in this status are not displayed unless the [Show processed] checkbox is checked. |
| Date of next handling | The field displays the date when this element is scheduled for processing if the agent postponed the processing of this element. |
| Number of postponements | Number of times the element was returned to the queue by clicking the [Back to queue] button. |
| Case, Account,, Contact etc. | The main fields of the queue object. The “primary display columns” of the queue object. The primary display column contains the case number for the "Cases" queue object or the contact full name for the "Contact" queue object. If you add other objects to the [Queue objects] lookup, their primary display columns will be displayed in this field too. Click the queue element name to open the corresponding record page. |
Note
Use columns setup to display fields of queue objects in the list. For example, you can add the [Case subject] field to the list of the [Queues] section.
The [Queues] section displays information about queue elements that are being processed, elements that were taken by an agent and postponed and those that were not taken. When sorting elements by the [Agent] or [Status] column, the contact center manager can view the current status of the operations.
See also
•How to create and populate a dynamic queue
