If you see Customers waiting in the queue but you are not receiving/being routed phone calls, email, chats, etc., make sure of the following:
- Make sure you are available to receive work. Check your Channel Availability to accept work. The Availability button for the Channel should be green for you to receive work from that Channel.
- Even if you’re Channel Availability is green, you’ll only get routed work from Inboxes you are assigned to. Contact your Team Manager to confirm your Inbox assignment.
- When going available for the Email, Task, Voicemail Channel, you must click the Next to receive new Tasks. Mail items are automatically routed as long as you are available (green) in the Email, Task, Voicemail Channel.
