This lists the items that are currently allocated to you across all queues to which you are assigned. This includes items that you have taken from queues and items that your supervisor has taken from queues and allocated to you. Both “parked” items (those that you currently own but are not actively working on) and “active” items (those that you are working on) are listed.
Only one call can be listed, as only one call can be allocated to you at any one time. The call will be ringing, accepted, or in wrapup. The following information is shown for the call:
- The service that was called
- The caller’s number
- The name of the queue in which the call was last held
- How long the call has been in this queue.
For emails, web chats and work items, multiple items can be listed. For each item in the list, the following information is shown:
- The address to which the item was sent
- The subject
- The name of the queue in which the item was last held
- How long the item has been in this queue.
Inbox #
This lists the items (calls, emails, webchats, etc.) that are allocated to you, such as your currently active call, and emails and webchats that you have taken from queues to which you are assigned.
Inbox – Summary #
An at-a-glance view of the number of items (calls, emails, webchats, etc.) that are allocated to you.
Recent Calls #
The following information is displayed:
The type of call, denoted by one of the following icons:
| Icon | Meaning |
 | Incoming call |
 | Outgoing call |
 | Failed call |
- The calling number or called number, or Anonymous Caller
- Queue:
– (Inbound calls only.) The queue from which you picked up the call
– (Outbound calls only.) The queue from which the call appeared to originate - (Inbound calls only.) The service assigned to the number
- (Transferred calls only.) The number or queue to which the call was transferred
- The date and time of the call
- The call direction (inbound or outbound) and/or the call outcome, for example, Inbound Connected, Outbound Not Answered, Caller Cleared.
Note: Up to 50 calls can be displayed.