Overview: User Home List container in Users (Console)

Console  > Account > Users > User Home List container in Users (Console)

This article explains the user's settings for Home list in Queue in App that are configurable in Console.

Overview

In App, Queue Home is where queue users see queue activity, take action on interactions to claim or view them, or create outbound interactions if you have permission to do so.

The Home list settings in Console control what permissions the queue user has access to when working in the Queue Home list.

Some of the settings that admins can manage here include:

Container breakdown

Monitoring Action(s)

The Monitoring Action(s) menu is where you decide if a user can privately view an interaction, publicly view an interaction or claim an interaction. These actions are available in the Action column of the Home list. The following configurations are available:

Completed Action(s)

The Completed Action(s) menu is where you determine which completed interactions the queue user can view. The following configurations are available:

View Types

The View Types menu lets you select what kind of interaction views the user has access to. This menu has three options:

Create / Edit Views

The Create / Edit Views toggle controls whether the user can modify or create their own custom views.

Outbound Permissions settings

This section explains the settings that you can configure that apply to the user’s outbound queue permissions.

Once an outbound permission is enabled, the queue user has access to creating outbound interactions in this communication type on the queue. If no outbound permissions are enabled, then the queue user won’t see the Create Interaction area at all in Queue Home.

When granting a queue user outbound permissions, look at the user’s Outbound Action and Outbound Status to configure the actions that happen when an outbound interaction is ended.

Phone

The Phone toggle is where you decide if the queue user can create outbound phone calls from the queue or not.

Messaging

The Messaging toggle is where you decide if the queue user can create outbound text messages from the queue or not.

Email

The Email toggle is where you decide if the queue user can create outbound emails from the queue or not.

Task

The Task toggle is where you decide if the queue user can create task interactions in the queue or not.