Select queues to serve in

As conversations arrive to queues, you'll need to select the queue(s) you want to serve in, from My status.

You can either:

  • Under the Queues tab, select the queues you want to serve in.

    or,

  • Under the Availability tab, select a profile that has queues automatically linked to it. This requires that your admin has set up a profile with linked queues so check with them first.

For each queue, you'll see:

the number of queueing customers

the longest waiting time of any conversation in the queue

the number of serving/free agents

The number or time is yellow if the warning limit set by your admin has been exceeded and red if the critical limit has been exceeded.

To learn how to find conversations, see Set your status.

In Settings, you can select if you want to get notifications about new conversations arriving to one of the queues you've selected.

For admins

To enable users to use a profile that automatically selects queues for them:
  1. Create a queue group for chat queues used in the mobile app (Queue Management > Queue Groups).
  2. Link the queue group to a profile Presence Management > Profiles.

If you want to alert users of warning and critical limit times, define them in System Configurator (Queue Management > Queues > [queue] > Threshold Values for Queue Statistics).