Overview: Home in Queue
(App)

App > Queue > Home in Queue (App)

This article provides an overview of Home in Queue in App.

In this article

Overview

The Queue workspace in the Avaya application has a few main workspaces. These main workspaces of Queue are:

The Home workspace is the most commonly used workspace of Queue. Home is where you see queue activity and handle customer engagements, which are referred to as ‘interactions’.

An interaction is an area of queue where you can directly engage with customers or complete work tasks. 

From the Home workspace, you can engage with customers on an active interaction through one or more communication channels (like phone, email, text, chat, and more). You can also use the Home workspace to review completed interactions.

If you have appropriate permissions, the Home workspace is also where you can create outbound interactions or assign tasks to yourself.

Home features

For all users, Home is where you can:

Based on your specific user settings, Home is also where you can:

You can access Home by opening the Queue menu and selecting ‘Home’ if you’re not already on this workspace of Queue.

Visual breakdown

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