Pick Conversations

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 don't have a chat address, you can't pick chats.

• Your status or profile don't affect picking. You can pick even with the status Not Ready or with 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 can't pick another.

• To make sure conversations are allocated to preferred or required agents, you need to use auto-answer.

• You can't pick the following:
  • Direct conversations
  • Callback requests
  • Outbound campaign calls
  • Based on configuration, conversations that have either preferred or required agent assigned. The 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.

   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 is assigned to you and opens in the Conversations view.
   Based on configuration, conversations may also be shown with a disabled Pick button and the following icons:

   • (preferred agent)
   • (required agent)

   This means that an email or a task has a system allocation preference to the named agent. A tooltip informs you when this allocation preference will expire and picking will become available to others. However, administrators can define that regardless of the preferred/required agent binding, other agents can also start picking these conversations immediately.