Queue Control shows, in real time, how many tickets are open in each queue and service channel.
List of open Tickets
It helps to quickly visualize where there is a higher volume of requests, facilitating the distribution and monitoring of queues.
Figure 1: Queue control screen.
Status
Figure 2: Status of the list of open tickets.
Tickets are flagged by status, which can be:
Started - are tickets whose handling has already begun: either by you or by another agent who released this view in the queue.
Transferred - are tickets transferred to you or to your department.
Waiting for Response - are tickets that are awaiting a response from the customer. Indicates the start of handling by e-mail.
Responded - are tickets that contain a response from the customer. Indicates the customer's reply to an e-mail handling.
Description
Figure 3: Description of the Ticket list.
Tickets display a description composed of Organization/Project/Department/Service Category/Service Type. These elements are defined in the ticket creation form.
To learn more about each of them, access by clicking here.
Counter
Figure 4: Queue counter.
The queue refresh counter can be paused to view the queue at the current moment.
Filter
Figure 5: Filter icon.
On the Queue Control screen it is also possible to filter tickets; by clicking the icon a modal with filtering options appears.
Figure 6: Modal to filter list.
Channels
Figure 7: Source channels.
The section Channels shows where the open tickets come from, distributing them by source — such as Platform, Others, Chatbot and E-mail — facilitating visualization and monitoring of volume by channel.
