Overview: Home list in Queue (Edify App)

Edify App > Queue > Home list in Queue (Edify App)

This article provides an overview of the features of Home list, which is an area of Home in Queue in Edify App.

In this article

Overview

The Home list is an area in Queue Home. The Home list is where you see all queue activity.

The Home list is set up like a table that shows you either live interactions or completed interactions (depending on the Home list view you’ve selected to use). Each row in the table represents an interaction.

When looking at a table row (a single interaction), the columns (labeled along the top of the table) give you details about the interaction. This make it easy to quickly understand the basics about the interaction, like its:

  • Customer’s name

  • Communication type (inbound phone call, email, web chat, etc.)

  • Assigned user

  • Age (how long it’s been in the queue)

Depending on how your user settings have been configured, you may also have the ability to view or claim an interaction from the home list through the Action column.

Note: If you have access to viewing and/or claiming interactions, and you need to find an interaction based on its interaction ID, then there’s a shortcut keyboard command for that. Otherwise, use the Home list filters and search bar to find the interaction you need.

Visual breakdown

  • Communication type (A): The communication type column displays an icon and caption for the interaction’s communication type. The icon represents the interaction’s communication type and the caption represents the specific subcommunication type for that communication type.

  • Subject (B): The Subject column displays a short title for the interaction. This subject is either automatically created for outbound interactions, or it’s created by Hammond for inbound interactions based on the information that Hammond collects from the customer before the interaction reaches the queue. Once the interaction is assigned and connected to a user, the user has access to modify this title to better describe the needs of the customer.

  • Customer (C): The Customer column displays the customer’s name. The name that populates here is either the contact information that Hammond collected before the interaction reached the queue or it was updated while the interaction was in queue. Additionally, once the interaction is assigned to a user, this information can be modified.

  • Queue (D): The Queue column displays the queue that’s hosting the interaction. The only way to modify this information is to transfer the interaction to another queue.

  • Route (E): The Route column displays the path an SMS or phone interaction took before reaching the queue. This field is static and can’t be modified. For web chat and email interactions, this column defaults to not display a value unless you configure a workflow to gather data and update this area.

  • User (F): The User column displays who is responsible for managing the interaction. If the interaction is transferred or a manager barges into an interaction, then this column changes in real time to display the name of the newly assigned user that’s responsible for managing the interaction. If this column is blank, then the interaction has become unassigned, meaning there isn’t a user currently responsible for managing it.

  • Status (G): The Status column displays the current state of the interaction. If the interaction’s status changes, then this column displays the updated status in real time. There are ten different statuses, all of which are explained further in the following list.

  • Age (H): The Age column displays how long the interaction has been in the queue. The age starts the moment the interaction is created in the queue and continues through any other status. This column serves to show how long ago the interaction was created in the queue.

  • AID (I): The AID column displays whether the interaction has AID enabled or not. AID, which is an acronym for ‘automatic interaction distribution’, is Edify’s proprietary method for automatically selecting and delivering an interaction to the next, best available queue user.

      • Enabled (green): When AID is enabled, the interaction is automatically delivered to the next best queue user, which is where the queue user can accept it based on their settings.

      • Disabled (red): when AID is disabled, the interaction is not automatically delivered to the next best queue user. Instead, the interaction will sit in Home list in Open status until the interaction is claimed by a queue user to manage it or is completed.

  • Action (J): The Action column displays the in-line View menu for each interaction. This menu is where you can decide how to view or claim an interaction upon opening it. The menu options that can be available in this menu include: private view, public view, or claim the interaction. The options available in this menu vary based on your queue user settings configured by your admin, so you might have access to some, none, or all of these options.

  • Apply all action menu (K): The apply all action menu is where you set your default action for when opening an interaction. For example, if you want to public view any interaction upon opening it, then use this menu to set the ‘public view’ action open as your default action for your entire Home list.