Omnichannel Queue

When you log in to your workspace as an agent and set your status to Available, to handle new conversations, icon appears on your screen.

Queues follow the routing algorithm specified by the workspace administrator.

As an administrator or omnichannel manager,

Click the to see all the current Omnichannel chats in the queue.

As soon as you close them, they will disappear from the queue.

Sorting this data can be done by:

• Served By: The agent serving the conversation.

• Status: Status of the agents to filter by.

• Department: The department to show queued conversations.

As an agent, click the to see all the conversations you are currently serving appear.