To plan which queue elements will be processed next by the agents, display the items from the selected queues in the same order as they are shown on the agent desktop To do this:
1.Go to the [Queues] section.
2.Use the queue filter to display the required elements in the list.
3.Select the [Agent view] checkbox.
The queue elements will be displayed in the same order as they are shown on the agent desktop As a result, the contact center manager can view the order in which the elements will be processed.
If the [Agent view] checkbox is selected, the list in the [Queues] section will display all elements from the blind queues and in the order in which they will be processed.
See also
•Managing records displayed in the agent desktop via regular and blind queues
•Sorting records on the agent desktop
•Processing casesapplications from a regular queue in the agent desktop.
•Processing casesapplications from a blind queue in the agent desktop
