Dialogues tab
The Dialogues tab of the sidebar displays customers in the queue or connected. The information displayed includes the customer's name, phone number or email address, and time in the queue. The Dialogues tab is divided into three sections: Personal, Waiting, and Connected.
Personal
The Personal tab displays conversations connected to you. There are no grouping or sorting options available.
Waiting
The Waiting tab displays conversations still waiting in the queue.
When hovering over a session that is currently in the queue, a 'Take' button will appear. By clicking this button, the user can immediately claim the session without having to wait for the hunting mechanism to offer it to them.
Sort options include:
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Duration (longest time waiting in the queue)
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Received On (newest date-time the session was received on)
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Skill (alphabetically sorted based on the name of the Skill, currently all Skills will be labeled as General)
Grouping options include:
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Channel (Phone is the only available channel for Dialogue Cloud Infinity)
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Domain (domain part of the caller's information)
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Receiver (URI of the receiver)
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Skill (name of the Skill, currently all Skills will be labeled as General)
-
UCC (name of the Contact Center)
Connected
The Connected tab displays conversations connected to an agent. Sort options include:
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Duration (longest time waiting in the queue)
-
Agent (alphabetically sorted based on the URI of the agent)
-
Received On (newest date-time the session was received on)
-
Skill (alphabetically sorted based on the name of the Skill)
Grouping options include:
-
Agent (URI of the agent)
-
Channel (Phone is the only available channel for Dialogue Cloud Infinity)
-
Domain (domain part of the caller's information)
-
Receiver (URI of the receiver)
-
Skill (name of the Skill)
-
UCC (name of the Contact Center)
