Show Conversations and Serving Agents

You can view conversations in the Picklist view and serving agents based on a single queue.

1. To refocus to a filtered Picklist view, select a queue and click the quick link in the Queuing column.

   

   The Picklist view opens showing conversations from the selected queue and sorted by arrival time in descending order. For email queues the view is sorted by the status In Queue first and sorted by arrival time in descending order followed by Pending and sorted by arrival time in descending order.

2. To clear the search results, click the Remove Filters icon.

   

3. To see which agents are currently assigned to a queue, click the quick link to the corresponding queue in the Agents Free/Serving column.

   A pop-up window opens listing these agents along with their current status. You have the option to call, transfer or consult.

   Note that to see all serving agents in a queue, you need the following rights:

   • view rights for the queue and all users
   • statistics summary rights for all users