How to Work with Case Queue Views

In Agent Desktop 2.0, queue views are used for daily case handling and workload management. Queue views allow you to monitor, organize, sort, and process active cases assigned to your team or individual workspace.

Open Queue Views

To open queue-based case views:

1. Open the Cases section from the left navigation menu.
2. Select the appropriate queue or view:
   • Team Queue
   • Personal Queue
   • Bookmarks

Choose the desired cases queue

Queue views support sorting, filtering, and customizable list layouts while processing active work items.

Queue Types

Team Queue

The Team Queue is a team's email inbox. Note that if the contact center distributes email through the push method, emails will route directly to Personal Queues.

Some cases in the queue may be highlighted with bold text. Cases are highlighted with bold text if:

• A case has been transferred to this queue by another agent.
• The customer sent another email with respect to an existing case in the queue and it is unread.

Depending on your configuration, Team Queue may display preview information for selected cases.

Personal Queue

Your Personal Queue displays emails awaiting your action, including:

• emails you grabbed
• emails you were assigned
• emails awaiting acceptance (i.e., if your contact center uses the push method of distribution).

A case highlighted with bold text means:

• the case has been recently assigned to you by a supervisor
• or the case has been transferred to you by another agent
• or a customer sent an unread email about an existing case in your queue

Bookmarks

Bookmarked cases provide a way for you to keep track of cases that you want to monitor or easily access later, regardless of their status or queue. To bookmark a case, click the bookmark icon on the case preview panel or within an open case. This adds the case to the Bookmarks tab in your Cases section.

The Bookmarks tab lists all of your bookmarked cases, giving you a personal list that is independent of team or personal queues. You can sort your bookmarked cases using filters such as Create time, Update time, and more. You can bookmark up to 1000 cases. To remove a bookmark from the case you are viewing, click the bookmark icon again.

Sort Cases

You can sort the case list to help prioritize your work. Click a column header to sort by that field, and click it again to reverse the sort order. An upward-pointing arrow indicates that results are sorted with the most recent result first.

Available sort options include:

• Created
• Updated
• Subject
• Status
• Service
• Contact

The active sort column name appears blue.

Sort cases

Customize the Case List

You can customize which columns appear in the case list.

To manage visible columns:

1. Click the Manage Columns icon in the upper right-hand corner of the screen.
2. Select the fields you want to display.
3. Rearrange columns if desired.
4. Click Save.

Customize the case list

Available columns include:

• Sender
• Subject
• Service
• Case Number
• Sentiment- Indicates the detected customer sentiment for the interaction (for example, positive, neutral, or negative).
• Flagged
• Pinned
• Created
• Updated
• Customer Updated
• SLA Age % - Displays cases based on the percentage of the configured service-level target time that has elapsed.
• Importance

Saved View Preferences

Agent Desktop 2.0 remembers previous queue view settings between login sessions, such as:

• Selected sorting options
• Column layout
• Selected queue view

The case list updates periodically to reflect the current state of active cases.

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