If personal queues are enabled and configured for your account, your agents each have a personal queue. An agent's personal queue contains interactions that NewVoiceMedia has routed to them individually, rather than to a group of agents. Depending on the configuring of your account, a caller may have specified which agent they want to handle their call.
For information about configuring personal queues, see Setting up personal queues.
What happens when an interaction arrives in an agent's personal queue?
When an inbound interaction arrives in an agent's personal queue, the agent can answer or accept the interaction in the usual way.
If an agent misses a call in their personal queue and the recent call lists feature is enabled, the call appears in the recent call lists. For information about recent call lists, see Recent call lists.
If the agent is unable to answer a call in their personal queue—if they are working on another call or interaction at the same time—and if enabled for their account, the agent can decline the call in their personal queue. For information about declining personal queue calls, see Declining calls in your personal queue.
ContactPad with personal queues
When personal queues are enabled for your account, agents will notice some changes in ContactPad. For information about ContactPad, see Overview of ContactPad. With the personal queues feature, agents can can see calls in the personal queue in the queue panel.
In the first example, the agent has two calls in their personal queue. The first call arrived at 14:33 from 01234567890 and the second call arrived at 14:39 from 09876543210.
In the second example, the agent is enabled to decline calls in their personal queue.
In the third example, the agent has clicked to decline the first call and must confirm the action.
