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.