Contents

Agent or Workgroup Queue view

Summary

The Agent or Workgroup Queue view displays current activity in a workgroup or user queue. The view can be filtered by interaction type, to show calls, callbacks, chats, emails, generic queue objects, and IPA work items, or all interaction types.

Add this view

If necessary, start IC Business Manager and log on.
In IC Business Manager, select a workspace from the Workspaces menu, or create a new workspace to host the view.
Select New > View from the File menu. The Create New View dialog appears, listing views by category or product. Licensing and station rights determine the availability of selections.
Select Categories from the Group By drop list.
In the Categories list, select Agents and Workgroups.
Select Agent or Workgroup Queue in the list of views on the right. Click OK. This view does not require parameters to be set.

Customize this view to display Workgroup or User Queue data

Select from the drop lists in left to right order:

Use the Queue Type drop list to select Workgroup Queue or User Queue.
Select a specific queue in the middle drop list. It contains user or workgroup queue names based on the Queue Type selection made.

To narrow down the number of items displayed, type part of a queue name in queue drop lists. This filters the list of queue names to match that string, making it much easier to find the queue you are looking for.

Select the type of queue interaction to display (calls, chats, etc.) from the Interaction Type list, or select All Types.

To add or remove columns from this view

Right-click any column heading to display the shortcut menu. See Queue Columns for a description of each column that can appear in this view.
Select a column to include. If you select a checked column name, it will be removed from the view.
To select columns and also set their display order in the view, select More… from the shortcut menu. This opens the Queue Columns Selection dialog.

Perform Call Actions on queue objects

If you right click a row in the queue control, you can select call action commands from the shortcut menu:

Pick Up	Answers the current interaction, or takes the interaction off hold.
Disconnect	Disconnects the selected interactions. You can select multiple calls to disconnect at once.
Join	Adds the Supervisor user to a call on any user or station queue that the manager has permission to monitor. Both the agent and the customer can hear the manager's side of the conversation. When the Join feature is used, Interaction Supervisor creates a conference call between the agent, the connected party, and the Supervisor user.
Listen	Listens in on a call. For example, you can listen to a caller leaving a voice mail message, to a conversation between two parties, or to a conference call. The parties being listened to may not be aware that someone is listening to the call. Genesys disclaims any responsibility for end-user or licensee to comply with federal or state law restrictions regarding Record or Listen capabilities of CIC software. The licensee hereby warrants and represents that the end-user or licensee will use the product in compliance with any federal or state law.
Transfer	Transfers the interaction to another user.
Coach	Adds yourself to an agent's call on any user or station queue you have permission to monitor. This enables you to provide advice to the agent without the customer knowing that you are assisting on the call. The agent can hear your side of the conversation, but the customer cannot. This feature is especially helpful to supervisors who are training new agents, monitoring employee customer service performance, or simply providing assistance with a customer call. If the agent presses the Mute button while you are coaching the agent, the customer no longer hears the agent but the agent can continue to converse with you. The Mute button does not affect the audio between the agent and the coach. You must have permission to use the Coach feature and you must have permission to monitor queues. If you have questions about your rights and permissions, see your Interaction Center administrator. The Coach option is disabled if the call is not in a state in which this action can be performed.

Record	Records the currently selected call. This recording is saved as a .wav file. Selecting Record the first time starts the recording session for a call. Selecting Record again stops the recording session for a call. If you select Record more than once to stop or continue recording a call, each part of the recorded conversation is stored in separate .wav files, and sent to you in e-mail message attachments after you end the call. The Record option is unavailable if the call is not in a state in which this action can be performed or if you do not have rights to record calls. Contact your CIC administrator if you need security rights to use this feature. Genesys disclaims any responsibility for end-user or licensee to comply with federal or state law restrictions regarding Record or Listen capabilities of CIC software. The licensee hereby warrants and represents that the end-user or licensee will use the product in compliance with any federal or state law.
Pause	Pauses recording. Select Pause again to resume recording.
Snip	Creates a recording snippet. To have snip capabilities, your administrator must configure your user account with the appropriate rights and licenses in Interaction Administrator. For more information, see the Interaction Recorder and Interaction Quality Manager Technical Reference in the PureConnect Documentation Library and the Interaction Administrator Help.
Private	Prevents other users from recording or listening to a conversation. Use of the Private feature may be subject to your company's policies and should only be used in accordance with those policies. CIC handler customization can be used to track the use of the Private feature to ensure compliance with such policies.
Properties	Opens the Directory Properties dialog to display information about the selected user.
Copy value of	Copies the value of the selected row at the intersection of the selected column, to the clipboard.
Copy Interaction	Copies interaction details to the clipboard.