Queues

Overview

Heedify lets agents manage incoming call queues in the Agent Console for Microsoft Teams. The Queues panel shows waiting calls, their wait times, and the agents assigned to each queue with their current status.

Heedify Agent Console queue overview showing waiting calls, queue availability, assigned agents, and their statuses.

When your status is READY, you can receive calls from that queue. The queue panel shows whether you are ready and lists other assigned agents.

Control the presence status

Use the status control for the queue to select your presence. The switch is enabled when you are READY to receive calls.

Heedify Agent Console queue presence control showing the status selector and READY, COFFEE BREAK, ADMIN WORK, and OUT OF SHIFT options.

Queue unavailability

To stop receiving calls from a queue temporarily, select COFFEE BREAK, ADMIN WORK, or OUT OF SHIFT. Select READY when you are available again. The available statuses are READY, COFFEE BREAK, ADMIN WORK, and OUT OF SHIFT.

Manage incoming calls

Incoming calls appear in the queue panel. Select Cherry-pick to take a call, or use the adjacent menu to forward it. If the call is already ringing for another agent, Cherry-pick is disabled.

Heedify Agent Console queue showing an incoming call and the Cherry-pick and forwarding controls.

Works with: Microsoft Teams, Teams Phone.