View Conversations in Picklist

  1. Click the Picklist tab or the Open Picklist button.

  2. To filter conversations displayed in the Picklist view, click the Filter button.

  3. Choose the filter and its value:
    Table 1. Picklist Filter
    Filter By Options
    Type Choose the conversation type.
    Status Choose whether you want see pending or in queue conversations.
    Serving Mode
    • Auto-Allocation: shows pickable conversations from auto-allocation queues
    • Hunt Group: shows pickable conversations from hunt group queues

    Queue Serving Status

    		To show only conversations from queues you are serving in, select Serving. To show only conversations from queues you are not serving in, select Not Serving.

    Pickable conversations

    This option is available only if admins have enabled the setting in SC to show conversations that are currently pickable.
    • Pickable now or later: shows also conversations that you can't pick at the moment
    • Pickable now: shows only conversations you can pick right now
  4. Click OK.

  5. To carry out a more detailed search, click the Picklist detailed search button.

  6. To just view the conversation instead of picking it, click the conversation row.

    The conversation opens in the Conversations view where picking is also possible. The conversations also appears in your conversation list under Viewing.

  7. To see conversations of a specific queue in the Picklist, click the link in the Queuing column in the Home view.