Overview: Home list Action column in Queue (Edify App)
This article provides an overview of the Action column in Home list, which is an area of Home in Queue in Edify App.
In this article
Overview
The Action column displays the in-line View menu for active interactions. Select an action to open an interaction in the following ways:
Note: Not every user has access to all actions. See Overview: User queue settings (Edify Console).
Public view
This viewing option allows you to open an interaction and live monitor it with the assigned user knowing you are observing them. Once you’re privately viewing an interaction, you’ll have access to viewer controls where you can take a more active role in monitoring if needed.
Private view
This viewing option allows you to open an interaction and live monitor it without the assigned user knowing you are observing them. Once you’re privately viewing an interaction, you’ll have access to viewer controls where you can take a more active role in monitoring if needed.
Claim
Click the claim option to take control of an interaction from the currently assigned queue user. The previously assigned user is moved to public view and can no longer engage with the customer directly or handle the interaction in other ways, like transfer it, leave notes, and more.
Note: Only one person can be the assigned user on an interaction.