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:
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.
Figure 7-1: Work Queue
Using the Work Queue
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Fields, Buttons and Menus
The my tasks panel contains the following controls:
Table 7-1: My Tasks Panel Controls | |
Name | Description |
Customer avatar |
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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 |
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Message status label | The current (or final) status of the message or call. The status of a message can be one of the following:
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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:
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