Overview: User Home List container in Users (Console)

This article explains the user's settings for Home list in Queue in App that are configurable in Console.

Overview

In App, Queue Home is where queue users see queue activity, take action on interactions to claim or view them, or create outbound interactions if you have permission to do so.

Some of the settings that admins can manage here include:

• Assign specific interaction viewing permissions

• Grant interaction claiming permissions

• Define which outbound interaction types users can create

Container breakdown

Monitoring Action(s)

The Monitoring Action(s) menu is where you decide if a user can privately view an interaction, publicly view an interaction or claim an interaction. These actions are available in the Action column of the Home list. The following configurations are available:

• All: This grants the queue user access to all actions in Home list. This includes claiming an interaction, privately viewing an interaction, and publicly viewing an interaction.

• None: This disables all viewing and claiming action permissions for the queue user. This means the queue user has no options available in the Action column in the Home list. They won’t be able to pick up any interactions in Open status so they can only handle inbound interactions or create outbound interactions if they have this permission.

• Only Public: This grants the queue user access to publicly view interactions. They won’t be able to privately view interactions or claim interactions and will only have the public view option available

• Only Private: This grants the queue user access to privately view interactions. They won’t be able to publicly view interactions or claim interactions and will only have the private view option available.

• Public + Private No Claim: This grants the queue user access to privately view and publicly view interactions. They won’t be able to claim interactions and will only have the private view and public view options available.

• Claim With Only Public: This grants the queue user access to publicly view or claim interactions. They won’t be able to privately view interactions and will only be able have the public view and claim options available.

• Claim With Only Private: This grants the queue user access to privately view or claim interactions. They won’t be able to publicly view interactions and they’ll only have the private view and claim options available.

Completed Action(s)

The Completed Action(s) menu is where you determine which completed interactions the queue user can view. The following configurations are available:

• None: The queue user can’t open any completed interactions.

• My: The queue user can only open and view completed interactions that they’ve completed themselves

• All: The queue user can open and view any completed interactions for the queues that they have access to. This means they can view interactions completed by any queue user in queues they have access to.

View Types

The View Types menu lets you select what kind of interaction views the user has access to. This menu has three options:

• All: The user has access to using all interaction views.

• None: The user has no access to views.

• Defined: This lets you choose what view types the user has access to. Select this option to open a text field called Define Views to search for and add specific views that the user can access.

Create / Edit Views

The Create / Edit Views toggle controls whether the user can modify or create their own custom views.

Outbound Permissions settings

This section explains the settings that you can configure that apply to the user’s outbound queue permissions.

Once an outbound permission is enabled, the queue user has access to creating outbound interactions in this communication type on the queue. If no outbound permissions are enabled, then the queue user won’t see the Create Interaction area at all in Queue Home.

When granting a queue user outbound permissions, look at the user’s Outbound Action and Outbound Status to configure the actions that happen when an outbound interaction is ended.

Phone

The Phone toggle is where you decide if the queue user can create outbound phone calls from the queue or not.

• Enabled (green): The user can create an outbound phone call interaction from a queue.

• Disabled (red): The user can’t create an outbound phone call interaction from a queue.

Messaging

The Messaging toggle is where you decide if the queue user can create outbound text messages from the queue or not.

• Enabled (green): When enabled, the user can create an outbound text message interaction from a queue.

• Disabled (red): When disabled, the user can’t create an outbound text message interaction from a queue.

Email

The Email toggle is where you decide if the queue user can create outbound emails from the queue or not.

• Enabled (green): When enabled, the user can create an outbound email interaction from a queue.

• Disabled (red): When disabled, the user can’t create an outbound email interaction from a queue.

Task

The Task toggle is where you decide if the queue user can create task interactions in the queue or not.

• Enabled (green): When enabled, the user can create a task interaction from a queue.

• Disabled (red): When disabled, the user can’t create a task interaction from a queue.

Read more

• Overview: Home list in Queue (App)

• Overview: Home list views in Queue (App)

• Overview: Home in Queue (App)

• Overview: Queue container in Users (Console)