Interaction Connect Queue Views

Additional Queue Types

You can now add other queue types within Interaction Connect beyond the existing My Interactions queue view. If you have the appropriate Access Control rights, you can add views to display and manage interactions for selected workgroups, users, and stations.

Queue Filtering

You can apply a real-time filter to these views based on interaction type, state, or assigned user.  Additionally, you can filter Workgroup queues by the user handling the interaction. You can also filter User queues by the ACD workgroup to which the interaction belongs.  Click the new filter icon which appears in the top right corner of a queue view.

Queue Limits

Supervisors can set queue filter parameters that control the maximum number of interactions shown and the order in which they appear.

By default, the new Workgroup Queue, User Queue, and Station Queue views load the 50 newest interactions in the queue. Administrators can adjust this default by setting the server parameter InteractionConnectDefaultQueueLimit to the desired default limit.

Additionally, users who enable Supervisor Features in Interaction Connect can set their own custom result limit within the queue filter menu. Enabling supervisor features requires an Interaction Supervisor Plug-in: Workgroup license. Custom result limits set by supervisor users are also subject to a maximum queue limit value that administrators can control by setting the server parameter InteractionConnectMaxQueueLimit to the desired max limit. The default maximum is 200.

 Supervisor users can also select the interaction attribute value used to apply the limit. By default, the limit is applied in a way that results in the "newest" interactions by considering the value of the Initiation Time attribute in descending order. Supervisor users can choose both the interaction attribute and the sort direction to use for applying the queue result limit.