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Picklist
Conversations are either offered to you directly, or you can pick them in the Picklist view if the picklist feature has been enabled in System Configurator. Note that Picklist is only updated when the Picklist tab is in focus.
Auto-Allocation
Conversations from the queues that use the auto-allocation mode are offered to you automatically based on their waiting time, your skills, and various other things defined in contact management settings.

Picklist
Conversations are either offered to you directly, or you can pick them in the Picklist view if the picklist feature has been enabled in System Configurator. Note that Picklist is only updated when the Picklist tab is in focus.
- Auto-Allocation
  Conversations from the queues that use the auto-allocation mode are offered to you automatically based on their waiting time, your skills, and various other things defined in contact management settings.
- Hunt Group
  Conversations in the queues with the hunt group mode are not offered to you but you must pick them.
- Pick Conversations
  You can pick chat and email conversations from the Picklist, History or Conversation Details views.
- Auto-Answering
  When auto-answering is used, the offered conversation connects automatically, you don't need to accept it separately.

Auto-Allocation

Conversations from the queues that use the auto-allocation mode are offered to you automatically based on their waiting time, your skills, and various other things defined in contact management settings.

Prerequisites

To receive an auto-allocated conversation, you must have the agent status Free. That consists of that you have signed in the queue, have the status Ready, the profile of the type Available, and there must not be too many active conversations, according to the table in Simultaneous Conversations.
You must have appropriate capabilities to handle that conversation. For example, if you do not have a microphone, calls are not offered to you.

Receiving Auto-Allocated Conversations

The new incoming conversation is indicated with an icon and a plus character, .

When you click on the icon, the offering screen opens, and you can accept or decline the offering.

If the auto-answering function is in use, you do not need to accept the conversation but it is accepted automatically.