The Queues are found on the Engagements screen.
|1||Mine Tab||Default: lists all chats where the agent is connected in a chat engagement|
Clicking on Pending lists all chats waiting to be connected (with the correct viewing permissions and based on the agent's group membership).
|3||All Tab||Clicking on All lists all chats being handled by all agents (only shown with the correct viewing permissions).|
|4||Selected chat button|
The "selected" active chat, for which the Chat area and Visitor information is displayed.
Each chat button lists the following information:
- Visitor image or map location if they didn't login with social media
- The duration of the current chat
- The group in which the chat is occurring
|5||Unread messages indicator||The number of unread messages posted by the visitor in chat(s) not selected as the active chat.|