Offering Screen

The conversation offering screen shows information related to an incoming conversation being offered to you.

Examples of shown information:

  • From Queue: The queue from where the conversation is currently being offered to you

  • Original queue: The queue to which the conversation has originally arrived (only shown if the conversation is transferred or forwarded)

  • If an incoming call has been transferred to you from an agent or queue

  • If you are a preferred agent or required agent the conversation offering screen will:

    • Inform that you are the required agent along with an expiry time

    • Inform only that you are the preferred agent

  • Waiting time incrementing while waiting

    Note:

    For the actual waiting time, use reporting.

Your administrator may have also configured the following additional information to be shown in the offering screen:

  • The name of the skill

  • The current skill level required

By default, this skill information is not shown.