View Request Queue

The request queue shows new and waiting requests that need processing. This instruction will show how to view the queue and understand the current team load.

When Needed

  • You need to see how many requests are waiting for processing.
  • You need to assess team load.
  • You want to find new requests that are not yet assigned to operators.
  • You need to control client waiting time in the queue.

What's Important to Know

  • Request queue — list of requests waiting for processing by operators.
  • Requests in the queue may be unassigned or assigned to specific operators.
  • The queue displays waiting time and request priority.
  • The queue updates in real time when new requests appear or statuses change.

Prerequisites

  • You are logged in with supervisor or operator rights.
  • You have navigated to the OperatorLine module via Apps -> OperatorLine.
  • There are requests in the system that may be in the queue.

Step-by-Step Instructions

  1. In the OperatorLine module, find the "Queue" section (usually available through navigation or as a separate tab).
  2. View the list of requests in the queue:
    • New requests that are not yet being processed.
    • Requests assigned to specific operators.
    • Requests with high priority.
  3. View information about each request:
    • Waiting time in the queue.
    • Request priority.
    • Topic and communication channel.
    • Assigned operator (if any).
  4. Use filters and sorting:
    • Filtering by priority, waiting time, channel.
    • Sorting by creation time or priority.

What Happens After

You see the current queue state and requests that need processing. This helps control load and ensure timely request processing.

How to Verify It Worked

  • Check that the queue displays with current requests.
  • Make sure correct waiting time is displayed.
  • Check that you can filter and sort requests in the queue.

Other Ways

  • You can assign requests from the queue to specific operators.
  • Use automatic request distribution (if configured).
  • The queue may be displayed in dashboards for real-time monitoring.