The Conversations module shows all waiting and ongoing conversations of your skills and languages — including languages that you only serve with real-time translation. This way you see at a glance what is going on in the contact center and can pick a conversation yourself if necessary.
What the display means
The icon at the start of each row shows the channel, its color the state.
| Display | Meaning |
|---|---|
| Bold | Your own conversations. |
| Turquoise background | Emails that you have parked. |
| Light blue background | Emails waiting to be reviewed by a supervisor. |
| In the color of a VIP class | Conversations with a VIP class, for example from premium customers. |
| Flashing | A callback or dial-in whose customer is currently on the line. |
| Italic | Conversations that cannot be delivered to you at the moment. |
| Otherwise | The color of the skill. |
Columns
Visible by default are:
| Column | Content |
|---|---|
| ID | The number of the conversation. |
| Language, skill | What the conversation is intended for. |
| State | Its state, see below. |
| Sender, Recipient | Name, phone number or address of the parties involved. |
| Agent | Who is handling the conversation — for a parked email, who parked it. |
| Started, Queued | How long the conversation has been running and how long it has been waiting. |
| Position | Its place in the queue. |
| Conversation Type | For example Inbound call, Callback, Inbound Email or Chat. |
| Transfer target | Where the conversation is currently being transferred to. |
| Private queue | The colleague in whose private queue it is waiting. |
| Caller online | The customer of a callback is currently on the line. |
You can show further columns, including Start time, Queued at, Callback at, Callback in, VIP class, PBX, Picked by, Recording and Transcribing. Supervisors also see Subject and Mail addresses. How to show and hide columns is described in Customizing lists.
States
| State | Meaning |
|---|---|
| Waiting | The conversation is waiting for an agent. |
| Agent dialing, Alerting | It is currently being delivered to an agent. |
| Connected | An agent is handling it. |
| On hold | The caller is on hold — or an email or a chat is open but not currently selected. |
| Agent connected | An agent has dialed out; the called party has not answered yet. |
| transferring | A consultation call to another skill is in progress. |
| Connected External | The caller has been handed over to a phone number outside the contact center. |
| Private Queued | The conversation is waiting for a specific colleague. |
| Virtual callback, Virtual dial in | The customer has hung up and keeps their place — see Callbacks. |
| Calendar closed, Holiday closed, Manual closed | The skill is currently closed. |
| No agent logged in, No agent available | Nobody can take the conversation at the moment. |
Email states such as Parked or Wait for review are explained in States of an email.
Double-click
| On | What happens |
|---|---|
| A waiting conversation | You pick it — see Picking conversations. |
| An email that you have parked | You continue it — see Parking and continuing later. |
Supervisors also control conversations via the context menu — see Controlling conversations.