Home
Queues
A queue is the contact point for customers' calls, chats, or other conversations. which wait in the queue until they are offered or to be picked by an agent.
Queue Info
Optional queue-specific information displayed in the conversation offering view.

Queues
A queue is the contact point for customers' calls, chats, or other conversations. which wait in the queue until they are offered or to be picked by an agent.
- Join and Leave Queues
  Join the queue to receive conversations from it.
- Search Queues
  Make a search to display a subset of all queues on your Queues list.
- Show Conversations in Picklist
  You can view conversations in the Picklist view based on a single queue.
- Sort Displayed Queues
  You can sort the order of the Queues list.
- Filter Displayed Queues
  Filter your Queues list to show only the relevant ones.
- Save Personal Table Settings
  You can save the personal table settings in the Queues, Directory, Picklist and History views.
- View Queue Alerts
  Queue alerts inform you about the condition of the queue.
- Queue Info
  Optional queue-specific information displayed in the conversation offering view.
- Reply Templates
  Ready-made reply templates simplify working with chats and emails.

Queue Info

Optional queue-specific information displayed in the conversation offering view.

Administrators may define Queue Info for a queue in System Configurator Queue Management > Queues > CDT Settings.

The information can be a simple introduction sentence, or it can be made case-specific with the help of variables that can provide information of customers's number, the number where customer had first called, the name of the queue originally called, the current queue name, or possible extra data in the call.