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Introduction to Queues

Requirements: You need the appropriate Access Control rights to view or work with queues other than your own. To display a queue view, you need the View Station Queues, View User Queues, or View Workgroup Queues right. To manage interactions on a displayed queue, you need the Modify Station Queues, Modify User Queues, or Modify Workgroup Queues right. The rights to Disconnect, Hold, Mute, Pickup and Transfer interactions can be individually assigned for a selected queue. To perform monitoring functions in a displayed queue, you need the Monitor Station Queues, Monitor User Queues, or Monitor Workgroup Queues right. The rights to Coach, Join, Listen, Record, or Snip interactions can be individually assigned for a selected queue.

A queue is collection of interactions related to a user, station or workgroup. The CIC client has the ability to monitor My Interactions and other station, user or workgroup queues.

You can see additional queues and the interactions in these queues by adding a view for each queue to the CIC client. The Create New View dialog box displays a list of all the queues which you are able to add to the CIC client. For more information, see Add or Close Views.

New interactions added to a queue can be automatically selected if there isn't another interaction selected or if the interaction that is currently selected is disconnected. When you use the Auto Select Interactions After Disconnect configuration option, the client automatically searches for and selects the oldest connected interaction in the queue when the currently selected interaction leaves the queue.

Note: If the tab containing a monitored queue view is not visible (hidden behind another tab), after 30 seconds, the tab "hibernates" by clearing all of its items and remaining inactive until you select it again. When you select a hibernating tab, it "wakes up" and re-populates itself with interactions.

Related Topics

Monitor Two or More Queues at the Same Time

Pick Up a Call From a Queue

Remove Disconnected Calls from Queue

Workgroup Statistics View