Under Conversations, you see all conversations the server is currently handling: calls, emails, faxes, chats, voicemails, callbacks and playback calls — one row per conversation. The list changes continuously: new conversations are added, ended ones disappear.
You see this area if your administrator profile contains the Contacts permission for at least one skill or if you have the ACD configuration permission — see The permissions in the profile. The list then shows all conversations, including those from skills for which your profile does not contain any permissions.
The header
The header counts the conversations, for example Connected: 4 Waiting: 2 Virtual: 1 All: 9:
| Item | counts |
|---|---|
| Connected | conversations an agent is currently handling, including those on hold |
| Waiting | conversations waiting for an agent |
| Virtual | virtual callbacks and dial-ins: the customer has hung up and keeps their place in the queue |
| All | all rows |
The columns
The list shows these columns from the start:
| Column | Content |
|---|---|
| Language, Skill | language and skill of the conversation |
| State | the state, see below |
| Sender | name, phone number or address of the customer |
| Recipient | the dialed phone number, the mailbox or the address to which the conversation is directed |
| Subject | for emails and faxes |
| Agent | the agent who is handling or has parked the conversation |
| Started, Queued | how long the conversation has been running or how long it has been in the queue |
| Position | its place in the queue |
| Conversation Type | the type, e.g. Inbound call, Inbound Email, Chat, Callback or Recording Playback |
| Transfer target | where the conversation is currently being transferred to |
| Private queue | the agent in whose private queue it is waiting |
You add further columns with Column Chooser in the menu of a column header — see Searching, filtering and sorting:
| Column | Content |
|---|---|
| Start time, Queued at | the time of the start or of queuing |
| Callback at, Callback in | when a scheduled callback is due or in how much time |
| VIP class | the VIP class of the customer |
| Picked by | the agent who picked the conversation from the queue |
| Recording | whether the call is being recorded |
| Is supervised | whether a supervisor is listening in |
| Active since, Active time | when the conversation was first connected to an agent and how long ago that was |
| Conversation time | how long agents have handled the conversation in total, excluding the times in between |
| Id | the internal ID of the conversation, e.g. for support |
States
The State column shows where a conversation currently stands. The most common states:
| State | Meaning |
|---|---|
| Announcement, DTMF input, Recognition | The conversation is still in the flow: it plays an announcement, waits for keys or recognizes speech or text. |
| Waiting | It is in the queue. |
| Private Queued | It is waiting for a specific agent. |
| Connected | An agent is handling it. |
| On hold | The agent is holding the call. |
| Parked | The agent has parked it. |
| Wait for review | The agent’s reply is waiting to be checked by a supervisor. |
| Virtual callback, Virtual dial in | The customer has hung up and keeps their place. |
| Transferring | An agent is currently handing over the call with a consultation call to a skill — see Consultation call in a skill. |
| Terminating | The conversation is being ended. |
Colors
Colors highlight special cases. The first one that applies is used:
- Turquoise — the conversation is parked.
- Light blue — it is waiting to be checked by a supervisor.
- The color of the VIP class, if the customer has one — see VIP classes.
- The color of the skill — see Managing skills.
Conversations without a skill appear in italics.
Ending a conversation
If a conversation is stuck — for example a call that was disconnected long ago but remains in the list — end it here:
- Select the conversation, or several if necessary.
- Right-click it and choose Terminate.
The Administration does not ask for confirmation. What happens next depends on the type:
| Conversation | Effect |
|---|---|
| Call | The call is disconnected. An associated virtual callback expires. |
| Email, fax | It counts as done — in the mailbox and in the ticket. The customer does not receive a reply. |
| Voicemail | It counts as handled in the ticket. |
| Chat and others | The conversation is ended. |
The conversation disappears from all lists, including those of the agents. If an agent was connected to it, their wrap-up begins as after any conversation.
You cannot assign conversations, move them in the queue or listen in to them in the Administration. Supervisors do this in the Agent — see Controlling conversations and Listening in.