Sorting records on the agent desktop

The records on the agent desktop tabs are sorted based on certain rules. These sorting rules are identical for both regular and blind queues.

• The records whose due date has been reached are displayed at the top of the list.

• These records are followed by more records from the existing queues.

If multiple queues have been created for an object, then the records from a higher priority queue will be closer to the top of the list.

If multiple queues with the same priority have been created for an object, their records will be sorted based on the internal sorting settings of the corresponding queues. Therefore, the records from multiple queues may take turns in the agent desktop. If the records which are coming from different queues should not be mixed in the list, create additional priorities in the [Agent desktop queue priority] and assign a separate priority for each queue specified for the object.

• The records in the queues are sorted based on the object columns first, and then – by the number of calls connected to each record (the less repeated calls there are, the higher the record's position in the list will be).

Note

More information on how to sort queue records by object columns is available in a separate article.

See also

•Agent desktop overview

•Managing records displayed in the agent desktop via regular and blind queues

•Processing cases from a regular queue in the agent desktop.

•Processing cases from a blind queue in the agent desktop

•How to process cases from incoming calls on the agent desktop

•The [Agent desktop] section

•How to set up a regular or a blind queue on the home page

•How to sort queue elements on the home page by the object columns

•The [Queues] section