When you log in to your workspace as an agent and set your status to Available, to handle new conversations, .png)
icon appears on your screen.
{% hint style="warning" %} Queues follow the routing algorithm specified by the workspace administrator. {% endhint %}
As an administrator or omnichannel manager,
Click the .png)
to see all the current Omnichannel chats in the queue.
{% hint style="info" %} As soon as you close them, they will disappear from the queue. {% endhint %}
Sorting this data can be done by:
- Served By: Which Agent is serving the conversation
- Status: Status of the Agents to filter by
- Department: The department to show Queued conversations in
As an agent,
Click the to see all the conversations you are currently serving appear.