Overview: Queue list in Queue
(Edify App)
This article provides an overview of the Queue list in Queue in Edify App.
In this article
Overview
In Edify App, the Queue list (located in the Queue workspace) is where you can view and log into / out of all the queues you have access to. This Queue list includes the names of the queues you have access to and access toggles to log into or out of each queue manually. You can log out of all queues at once by disabling your CX status. See Manage your CX status (Edify App).
Note: Not all queue users have access to manage queues in this workspace. It is based on user permissions.
Visual breakdown
Queue menu (A): The Queue menu is where you toggle between the Home list workspace and the Queue list workspace. See Home list in Queue (Edify App).
Search (B): This Search bar is where you type the name of a specific queue to filter the queue access list down to matching criteria.
Queue access (C): The queue access list displays all the queues assigned to you as well as an in-line toggle where you can individually enable (log into) and disable (log out of) queues manually.
Enabled (green) - When the toggle is green, it is enabled. When enabled, you are actively logged into the corresponding queue. Once the queue is enabled, and your availability status is updated, the system can begin delivering you interactions hosted in that queue. You can only enable a queue if your CX status is set to CX Status - Logged In.
Disabled (red) - When the toggle is red, it is disabled. When disabled, you are logged out of the corresponding queue. Once the queue is disabled, the system no longer sends you any new interactions hosted in that queue. Logging out of a queue doesn’t impact any interactions that you are currently managing from that queue.
Active interaction tab (D): The active interactions tabs allow you to quickly view the interactions you are currently connected to. From these tabs, you can quickly see important interaction details, like: caller name, interaction type, interaction type (active/completed), and the current duration of the interaction.
Refresh (E): Click the refresh button to complete a hard refresh, which reloads the Queue workspace. Refreshing ensures the most accurate queue access list.