Overview: Home in Queue
This article provides an overview of Home in Queue in Edify App.
In this article
The Queue workspace in the Edify application has a few main workspaces. These main workspaces of Queue are:
The Home workspace is the most commonly used workspace of Queue. Home is where you see queue activity and handle customer engagements, which Edify refers to as ‘interactions’.
An interaction is an area of queue where you can directly engage with customers or complete work tasks.
From the Home workspace, you can engage with customers on an active interaction through one or more communication channels (like phone, email, text, chat, and more). You can also use the Home workspace to review completed interactions.
If you have appropriate permissions, the Home workspace is also where you can create outbound interactions or assign tasks to yourself.
There are several important features of Home. If you are licensed to work in the queue, then you might have access to some or all of these features. This is based on your queue user settings.
For all users, Home is where you can:
See the current, real-time activity for all of your enabled queues, which are the queues that you’re logged into and currently working.
Search for a specific interaction.
Filter your view of the queue to only the interactions you want to see.
Based on your specific user settings, Home is also where you can:
Open interactions to either view or claim an interaction.
You can access Home by opening the Queue menu and selecting ‘Home’ if you’re not already on this workspace of Queue.