Overview: Queue workspace
This article provides an overview of the Queue workspace in Edify App.
In this article
In Edify App, Queue is where queue users engage with customers, monitor real-time activity of the queues, create outbound interactions, and engage with customers. Queue encompasses these main workspaces:
Create outbound interactions
Based on your user permission settings, you can have access to all or some of these workspaces.
The Queue list workspace is where you view and manage all the queues assigned to you. So, this is where you log into and out of queues. All queue users have access to this workspace. To access the Queue list workspace of Queue, open the Queue menu and select ‘Queue’.
The Home workspace is where you see the current, real-time activity for all of your enabled queues, which are the queues you’re logged into and are currently managing. If you have the correct outbound interaction permissions, this is also where you create outbound interactions from a queue. All queue users have access to the Home list. To access the Home, open the Queue menu and select ‘Home’.
The outbound interactions workspace is where you create an outbound interaction from any of your assigned queues. Depending on your user permissions settings and user configurations for outbound queues, your user can have access to creating outbound interactions for one or several communication types. Currently, these are the outbound communication types that you can create from Queue: phone calls, text messages, emails, and tasks.
To access the create outbound interactions workspace, navigate to the Home list by opening the Queue menu and select ‘Home’.
The interaction workspace is where you engage directly with a customer or complete independent work. You can engage with customers in one or several communication channels. Or, you can engage in a task interaction to complete a specific assignment.
Status is where you alert Edify and your coworkers of your availability. There are two kinds of statuses in Edify - user status and queue status - and each status has a specific purpose.
If you have access to queues, you can change both your user status and your queue status. If you don’t have access to queues, you can only change your user status.