Skip to main content
This is an agent’s daily routine: make yourself available, receive the work and accept it. Here it is step by step.

​
1. Go On Queue

In the top bar, switch your status to On Queue. From then on the system starts offering you conversations.
  • On Queue: available; you receive offers.
  • Off Queue: you don’t receive new ones (you can still work the ones you already have). Use it during breaks or meetings.
If you also use presence statuses (On break, Meeting, Lunch…), setting one that doesn’t handle conversations takes you off the queue automatically. See Presence statuses.

​
2. Receive the offer

When there’s a conversation for you, an offer comes in: it “rings” for a few seconds with the contact’s details.
1

Accept

The conversation becomes yours and opens in your inbox. You can now respond.
2

Reject

If it’s not for you, you reject it and it’s offered to the next agent. Rejecting does not take you off the queue.
3

Don't respond

If you let the offer expire, it passes to another agent and you go Off Queue (so we don’t keep sending you work if you’re away). Go On Queue again when you’re ready.

​
3. Work within your capacity

The system won’t offer you more conversations than you can handle at once (your capacity, which your administrator sets). This way you protect the quality of your service.

​
Prefer not to wait for the offer?

When you’re caught up, you can manually pick up the next conversation waiting in your inbox, instead of waiting for it to ring. Useful to get ahead on work.

​
In summary

Go On Queue

Accept the offer

Respond and close

Why do I sometimes end up Off Queue without meaning to? Almost always because you let an offer expire or from prolonged inactivity. See Routing and queues.