Contents

Queue Contents

Requirements: The View Queue Columns Access Control right determines which queue columns you can display in My Interactions or other queue view.

My Interactions and other station, user, or workgroup queues can display the following information about each interaction.

Tip: For more information about customizing a queue view, see Add or Remove View Columns.

Column	Description
Account Code	An account code is an identifying set of numbers assigned to an account name in Interaction Administrator. In the CIC client, you can use account codes to organize interactions by customer. For more information, see Understanding Account Codes.
ACD Wait Reason	This column displays the reason an interaction has not yet been routed to a specific agent. Possible reasons include "No available agents" or "No available agents for this media type" among others.
Associated Process	This column displays the name of the process with which this interaction is associated. This is a feature of Interaction Process Automation. For more information, see Associate an Interaction with a Process. Tip: Clicking on the associated process link displays the Process Details. For more information, see View Process Details.
Attachments	The Attachments column displays an icon if an email interaction has an attachment. It is blank if no attachments are present. This information is also available in the Details column, but the Attachments column enables you to sort by the presence or absence of an attachment.
Chat Response Time	This column shows the time that has elapsed since anybody involved in the chat entered some text. For more information, see Working with Chat Sessions.
Details	This column displays context-specific information based on the interaction type. For calls, it displays the Remote Address (phone number) that you dialed or the phone number of the party on an incoming call. For callbacks, it displays the subject entered by the website visitor requesting the callback. For more information, see Working with Callback Requests. For email messages, it displays the email subject as well as an importance icon and an attachments icon, if needed. For more information, see Working with E-mail Messages. For chats, it displays the name of the user who last typed, and the text they entered. It also displays a typing indicator (icon) to indicate that someone participating in the chat is currently typing. For more information, see Working with Chat Sessions.
Duration	Duration displays the amount of time an interaction has been active.
Importance	The Importance column displays an icon indicating whether an email message is of high or low importance. It is blank for "normal" importance. This information is also available in the Details column, but the Importance column enables you to sort email interactions by level of importance.
Interaction Id	The interaction’s identification number. Numbers are assigned sequentially and reset to zero any time the server is restarted.
Interaction Type	This is a code that corresponds to the interaction type. For example, 0 is a call and 1 is a chat. See the PureConnect Data Dictionary in the PureConnect Documentation Library for more details.
Line	The line queue on which the interaction is located.
Lstns	If someone is listening to or monitoring your interaction, the listen icon appears in the Lstns column in your queue view. For more information, see Determine if Someone is Listening to or Recording Your Interactions. Note: You need the Monitor Columns Security right and the appropriate View Queue Columns Access Control right to display the Lstns and Recs columns in a queue view.
Name	The name of the person or organization with whom a CIC client user is interacting. For more information about how Interaction Center identifies a caller, see Caller Name. Note: Voice Mail appears in the Name column for voice mail messages played back through your Telephone Handset.
Number	The telephone number of the person with whom a CIC client user is speaking. A SIP URI (SIP phone number in the format sip:x@y:port) appears in the Number column for SIP calls. Note: Your CIC administrator can configure the server parameter BlockedTN to display a phrase such as “Private Number” for any incoming call with a blocked number.
Process ID	Each instance of a process has a unique process ID. For more information, see Associate an Interaction with a Process.
Queue	The Queue column contains an icon indicating the interaction type and its state. If this is an ACD-routed interaction, the name of the ACD workgroup queue to which the interaction was routed also appears here.
Recs	If someone is making a recording of your interaction, a record icon appears in the Recs column in your queue view. Record icons appear for both ad-hoc and snippet recordings. For more information, see Determine if Someone is Listening to or Recording Your Interactions and Recording Types. Note: You need the Monitor Columns Security right and the appropriate View Queue Columns Access Control right to display the Lstns and Recs columns in a queue view.
Security	The Security column displays the current security level of the call. If a call is not secure, it displays "0." If a call is secure, it displays "100."
State	The current condition of an interaction. For more information, see Understanding a Call’s State.
Station	The station queue on which the interaction is located.
Subject	This column displays an email message subject or the subject entered by a website visitor requesting a callback. This information is also available in the Details column, but the Subject column enables you to group related email messages by sorting by subject.
User	The user queue on which the interaction is located.
Work Item Category	Each work item can be associated with a category. The names of the categories of your current work items appear in the Category column of the My Work Items view. Note: Work Item columns can appear only in the My Work Items view.
Work Item Created On	A Work Item Process creates Work Items as needed. Work Items are routed to agents to gather information or prompt the agent to take some action. This column displays the date the associated Work Item Process created this particular Work Item. For more information, see Working with Interaction Process Automation.
Work Item Description	A description of the Work Item.
Work Item Due Date	The date by which this Work Item must be completed.
Work Item Error	This column displays a description of an error. An error is a condition severe enough to prevent you or another agent from handling this work item. An administrator who is using Interaction Supervisor or Process Monitor or who is viewing your queue can also see this error. An administrator with the appropriate rights may be able to fix the problem and retry the process using Process Monitor. For more information, see Working with Interaction Process Automation and Work Item Warnings.
Wrapup Code	Wrap-Up codes indicate the nature of an interaction; for example, a billing problem, a new order, or a service request. For more information, see Understanding Wrap-Up Codes.