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Work Queue

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Work Queue

The work queue shows you the inbound messages that are available for processing.

Message Access

The number and kind of messages you have access to depend on several factors, including:

Your channel processing rights.
Your skills, as defined by your site administrator.
The number of messages you are allowed to process within a given channel.
The number of messages you are currently processing in each channel.
The total number of messages queued for that channel.

This means that the number of messages queued, as reported by the Agent Live Dashboard may not match the number and kind of messages available to you in the work queue.

For example, there may be a number of tweets in the Twitter dashboard, but you will only see them appear in your work queue if you have rights to process the Twitter channel. In addition, you may be limited as to the number of messages you can process in this queue. For example, if there are 10 tweets waiting but you are only allowed to process 5 tweets at a time, your work queue will display all 10 messages, but once you have accepted the maximum number of messages permitted for that channel, no more tweets will appear in your work queue until you close some messages.

The priority in which messages are handled is configured by a site administrator. In addition to channel priorities, messages may also appear in your work queue based on keywords and agent skill sets.

If you have accepted the maximum number of messages permitted for all the channels to which you have access, your work queue may appear to be empty, even if there are messages waiting in the Agent Live Dashboard

Figure 7-1: Work Queue

Using the Work Queue

To open the work queue, click the Work Queue button
To pin the Search panel in place, click the Pin button. By default, the side panel floats over the main desktop content area. When the side panel is pinned, both the side panel content and the main desktop content appear side by side.
To see more details about a customer, hover your mouse on the search results. (See below for more information on the search results details.)
To begin processing a message, click anywhere on the message display. The customer record to which this message belongs will appear in a new tab. If more than one customer shares this message's contact information, you may have to select the correct record.
To close the work queue, click the Close (X) button.

Fields, Buttons and Menus

The my tasks panel contains the following controls:

Table 7-1: My Tasks Panel Controls
Name	Description
Customer avatar	The customer's image or avatar, if available, otherwise, the default icon will appear. Numbers appearing beneath the avatar for the parent (topmost) message represent the number of messages in that message thread.
The age of the message since first received.	Message age
Customer name	The customer's first and last name, if known, and the unique identifier for this customer record.
Customer status	Indicates the customer's status, either Active or Inactive
Message type icon	Indicates the type of message in the thread.
Message status label	The current (or final) status of the message or call. The status of a message can be one of the following: Queued—the inbound message was received. Sent—the outbound message was successfully sent to the customer. Scheduled—the message (or call) is scheduled to be sent at the stated date and time. Draft Saved—the message is in draft form and can still be edited before being sent. Assigned—the message is assigned to an agent for processing. Closed—the message has been closed.
Message date	The date the message was last processed (i.e., date received for a new inbound message, date sent for an outbound message, date saved for a draft, etc.).
Message snippet	A short snippet of the beginning of the message. (Applies to text-based messages only.)
Call details	Additional details about inbound and outbound telephone calls. These details include: Caller Phone—the caller ID (ANI). Product Phone—for an inbound call, the number dialed by the customer (DNIS). For an outbound call, the number associated with the Outbound Campaign. Campaign Name—the Contact Center Campaign that governs the call. Session Id—the unique ID for this call session. Interaction Id—the unique ID for the entire call interaction. Call Start Time—the time the call began. Call Duration—the length of the call (may include wrap up time).

Work Queue

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