Selecting queues to serve in

You'll need to have queues selected to serve your customers.

Go to My status and either:

  • In Queues, select the queues you want to serve in.

  • In Availability, select a profile that automatically selects the queues linked to it. This requires that your admin has set up a profile with linked queues so check with them first.

For each queue, you'll see:

the number of queueing customers

the longest waiting time of any conversation in the queue

The time is yellow if the warning limit time has been exceeded and red if the critical limit time has been exceeded.

the number of serving/free agents

For admins

To enable users to use a profile that automatically selects queues for them:
  1. Create a queue group for chat queues used in the mobile app (Queue Management > Queue Groups).
  2. Link the queue group to a profile Presence Management > Profiles.

If you want to alert users of warning and critical limit times, define them in System Configurator (Queue Management > Queues > [queue] > Threshold Values for Queue Statistics).