Pick Conversations

You can pick chat and email conversations from the Picklist, History or Conversation Details views.

Prerequistes and Limitations

  • You need the picklist feature to be enabled for you.

  • You need the Serve right in the queue where you want to pick conversations from.

  • You must have appropriate capabilities to handle that conversation. For example, if you do not have a chat address, you cannot pick chats.

  • Your status or profile do not affect picking, you can pick even with the status Not Ready, or having an absence profile.

  • You can have only one phone call or video chat at a time. For example, if you have a video chat, you cannot pick another.

  • You cannot pick the following:
    • Direct conversations
    • Callback requests
    • Outbound campaign calls
    • Conversations that have either preferred or required agent assigned. The star icons indicate that the conversation has the preferred and required agent. The tooltip of the icon displays the name.

Procedure

To pick a conversation:

  1. Click the Open Picklist button. The list of conversations with the Pick button appears.

    The Pick button is also available in History or Conversation Details views for the conversations that can be picked.

    If the conversation is being transferred to another agent or queue, an arrow icon is displayed in the Agent column. The tooltip of the icon shows the name of the agent who transferred the conversation.

  2. Click the Pick button. The conversation offering screen appears.
  3. Click the Accept button, and start handling the conversation.

    You can also choose the Decline button, in that case the conversation is returned to the queue and picklist.

    If the auto-answering function is in use, the conversation is accepted automatically after the countdown timer has elapsed.

About Picking

Conversations that have the status of InQueue or Pending can be picked. Picking and accepting conversations remove them from the queue and their status is updated to InProcess.

Conversations with the pick option can originate from Auto Allocation or Hunt Group queues. Administrators choose the queue mode when creating queues in System Configurator. Agents can see the queues defined as hunt group by means of a blue bordered serving checkbox for the queue in Communication Panel home view.