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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.
Auto-Answering
When auto-answering is used, the offered conversation connects automatically; you do not need to accept it separately.

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.
- 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 do not need to accept it separately.

Auto-Answering

When auto-answering is used, the offered conversation connects automatically; you do not need to accept it separately.

When the auto-answer is in use, the timer in the offering view shows the time left before the conversation is connected:

During that time, you can also decline the conversation.

Auto-answering can be used either for auto-allocated, picked, or direct conversations, or all of them. Administrators define in System Configurator if auto-answering is used, and what is the delay. They can also allow agents to modify some of these settings in User Menu > Settings > General Settings.

Note:

If the time in Delay for Auto-Answering is set to be less than 3 seconds, the offering screen with the timer may not displayed at all but the conversation opens directly.