The Queue Position Dashboard displays a list of queues that the agent is a part of, along with their queue position number in those queues. Agents can use this dashboard to view where their position is in a queue so they can be ready to take inbound offers.
Viewing the Dashboard
For an agent to view their Queue Position Dashboard, the agent can either be Connected or Disconnected to DialSource with Inbound Ready on. Once Inbound Ready is turned on, the Queue Position icon is enabled and the agent can view their positions in the queues they are in.
The Queue Position dashboard will display 3 types of visual indicators depending on the agent’s position number in the queue. When an agent is in the top 2 positions in a queue, the queue will turn green and it will display 3 animated dots on the right side of the queue indicating that are up next in the queue. This notifies the agent to stay alert and wait for the incoming offer.
The queues with bolded text indicates that they are in the top 3 positions in these queues and they are about to receive an offer from these queues soon. The non-bold text indicates that they have a position number in these queues but their positions are not in the top 3, so the agent is free to work on other tasks if they need to do so.
Another way to indicate that an offer is coming soon is by looking at the red notification bubble that appears on the Queue Position icon. This will only appear if you have the Queue Position tab open.
The agent’s position number will display below the queue name, for example “2 of 4”. This represents their Effective Position number out of the total number of available agents in the queue.
Dynamic Lead Distribution Offers
If an offer is coming from a Dynamic Lead Distribution line, the queue will be labeled with “DLD” followed by the name of the Agent Group associated with that DLD.
Once an offer comes in from a queue, the agent will see the incoming offer with the banner text which will display the queue where the offer is coming from. In addition, the agent’s position will re-set in all queues after the offer has been accepted.
Pause Queue (Available Upon Request)
Agents have the ability to pause an inbound queue from the Queue Position Dashboard in Denali. To pause a queue, click on the pause icon. This will pause all inbound calls from that specific queue - it will turn yellow to indicate the paused status. To resume receiving calls from a paused queue, click on the play icon.
Note: If an agent is inbound ready with a queue paused, then turns off inbound ready and back on again, the agent's queue will resume.
When a queue is paused, the available agent idle timer configurations are as follows:
- Re-set idle time (Default)
- Pause idle time
- Continue accruing
The Pause Queue feature is available upon request. If you wish to enable this feature for your organization, contact your Customer Success Manager. When requesting this feature, please indicate which of these is the preferred configuration.