Contents

Queue Columns

Queue Columns are columns that appear in views that display information about lines or queues. The table below shows available Queue columns sorted alphabetically:

Queue Column	Description
Account Code	The account code assigned to the interaction based on the Eic_AccountCode attribute, if your organization uses account codes.
ACD Wait Reason	This column gives the reason a call is waiting in queue, which is useful information for contact center managers. The following reasons can be given by the system: No Available Agent No Agent with necessary Utilization (so already too busy) No Agent with the correct Media Type No Agent with correct ACD Category No Agent with required Skills No Agent with required Proficiency Level No Agent with required Desire to Use
Agent Score	The Agent Score column displays positive and negative totals for the agent channel of the conversation. Positive totals indicate that one or more positively scored Keywords were detected. Negative totals indicate that the agent spoke undesirable keywords that were negatively scored.
Associated Process	The name of the process with which this interaction is associated. This is a feature of Interaction Process Automation.
Attachments	Details of attachments associated with the interaction, where applicable. The attachments column shows an icon indicating that an attachment exists on an email interaction, or blank if no attachments exist. This information is available in the Details column but is included here to enable sorting, should the user desire that.
Chat Response Time	This column shows a counter that shows how much time has elapsed since the last time the chat had text entered into it by anybody involved in the chat.
Customer Score	The Customer Score column displays similar totals, but for the customer channel of the conversation.
Details	Details about the interaction, if the interaction type provides details. For example, a call interaction might display "To: Genesys". This column displays context-specific information based on the interaction type. For calls, it shows the Remote Address (phone number). For callbacks, it shows the subject of the callback. For e-mails it shows the e-mail subject. For chats, it shows the name of the user who last typed, and the text they entered.
Duration	Length of time that the interaction has been in effect, based on Eic_InitiationTime and Eic_DeallocationTime attributes.
Importance	The importance column shows an icon indicating whether an email is high or low importance, and is blank for "normal" importance. This information is available in the Details column but is included here to enable sorting, should the user desire that.
Interaction Id	A system-assigned number that uniquely identifies the interaction object, based on the Eic_CallId attribute.
Line	Name of the line that this interaction is on, based on the Eic_LineName attribute. In some views the name is prefixed by an icon that indicates the state of the object (see below).
Lstns	Lstns is an abbreviation for "Listens". Displays a speaker icon in this column if Supervisor is monitoring the interaction, based on analysis of Eic_Monitors and Eic_MonitorsSupv attributes.
Name	Descriptive name of the interaction, based on Eic_CallDirection and Eic_RemoteName attributes.
Number	Telephone number of an interaction member based on Eic_RemoteId.
Process Id	Identifer of the process with which this interaction is associated. This is a feature of Interaction Process Automation.
Queue	The icon in this column indicates the general state of the queue object, based on the Eic_AssignedDistributionQueue attribute. See Queue States for information about icons that appear in this column.
Recs	Recs is an abbreviation for "Recording". Displays a red icon in this column if Supervisor is recording the Interaction. Note that when screen activity is being recorded, the Recs column does not display a red circle to indicate that a recording is in progress, since screen activity is not technically an interaction. When an interaction (such as a call) is recorded, the icon is displayed.
Security	This column indicates whether a call is secure; specifically, whether or not TLS/SRTP is implemented on the line. Interaction Center call security prevents others from listening in on a call or even determining which internal parties are involved in a conversation. This applies to station-to-station calls, IVR sessions, or for ACD routed calls. It provides flexibility and confidentiality for security-sensitive organizations. For background information, the help for the CIC clients.
State	This column indicates the state of the interaction. The current condition of an interaction in a queue is based on the Eic_State attribute. See Interaction States for information about states that appear by default in the State column.
Station	The station queue where the interaction is currently located based on the Eic_StationName attribute.
Subject	The subject of the interaction, if the interaction type provides it. For calls, chats, generic objects, and workflows, this is based on the Eic_CallId attribute. For Emails, the Eic_Subject attribute is used. For Callback objects, subject is derived from the Eic_CallBack attribute.
Social Platform	This indicates the media type of social interaction. For an example, Twitter, Facebook, and WhatsApp.
Time in Workgroup Queue	The amount of time an interaction has been in a workgroup queue. When the interaction is not in a workgroup, the value is an empty string.
User	Name of the user who initiated the interaction, based on the Eic_LocalUserId attribute.
Work Item Category	This column is available when the user has appropriate licenses and rights to use Interaction Process Automation (IPA ) in Interaction Supervisor. It is based on the Eic_WorkItemCategory attribute. It applies to a work item in the queue; specifically the Work Item Category, which categorizes work items of a particular type. For example, a Work Item Category might be "Loan Request". For more information about IPA, refer to the Interaction Process Automation Technical Reference in the PureConnect Documentation Library on your CIC server.
Work Item Created On	Date when work item was initiated.
Work Item Description	Short description of the work item, based on the Eic_WorkItemDescription attribute. This usually indicates what must be done to complete.
Work Item Due Date	Date when the work item must be completed, based on the Eic_DueDate attribute.
Work Item Error	Error condition, if any, associated with work items.
Wrapup Code	The wrap-up code assigned to this interaction, based on the Eic_WrapUpCode attribute.