Contents

Queue Columns

The Queue Columns container allows you to configure which fields can be displayed in the My Interactions page in the CIC clients. The columns displayed can be set in Interaction Desktop by right-clicking the column header. Click the Choose Columns control in Interaction Connect to display these columns.

For descriptions of the columns, see Queue Columns in the Interaction Supervisor help, or Queue Contents in the Interaction Desktop or Interaction Connect help.

Some of the default columns are:

Column name	Interaction Desktop?	Interaction Connect?	Interaction Supervisor?
Account Code	Yes	Yes	Yes
ACD Wait Reason	Yes	Yes	Yes
Agent Score	No	No	Yes
Associated Process	Yes	Yes	Yes
Attachments	Yes	Yes	Yes
Chat Response Time	Yes	Yes	Yes
Customer Score	No	No	Yes
Details	Yes	Yes	Yes
Duration	Yes	Yes	Yes
Importance	Yes	Yes	Yes
Interaction Id	Yes	Yes	Yes
Interaction Type	Yes	Yes	Yes
Line	Yes	Yes	Yes
Lstns	Yes	Yes	Yes
Name	Yes	Yes	Yes
Number	Yes	Yes	Yes
Process Id	Yes	No	Yes
Queue	Yes	Yes	Yes
Recs	Yes	Yes	Yes
Security	Yes	Yes	Yes
State	Yes	Yes	Yes
Station	Yes	Yes	Yes
Subject	Yes	Yes	Yes
Time in Status	No	Yes	Yes
Time in Workgroup Queue	No	Yes	Yes
User	Yes	Yes	Yes
Work Item Category	Yes	No	Yes
Work Item Created On	Yes	No	Yes
Work Item Description	Yes	No	Yes
Work Item Due Date	Yes	No	Yes
Work Item Error	Yes	No	Yes
Wrapup Code	Yes	Yes	Yes

For each column, you can select the interaction attribute and the corresponding attribute type. If you select an interaction attribute that pertains to time, such as Eic_ConnectTime, you can either use Timestamp or Duration as the attribute type.

To define new columns

Right-click and select New.
Type a unique and meaningful name for the new column, typically a name that reflects the associated attribute.
Select an attribute from the list. For the column to populate the information, you must assign an attribute. For information about specific attributes and their meanings, see Interaction Attributes Technical Reference in the Technical Reference Help in the PureConnect Documentation Library on the CIC server.
Click OK.
After you add a new column, assign the queue column viewing right to the user. The Queue Columns access control rights in the People category determine which columns are available to the user. Once the user has the appropriate right, the new column is available for display in the CIC clients.