Unqueued Interactions
In Intellicon, any customer interaction that hasn’t yet been assigned to a queue is categorized as an Unqueued Interaction.
These typically include:
- New conversations that haven't matched a routing rule
- Emails or chats manually imported or unassigned
- System interactions awaiting queue classification
🔍 Accessing Unqueued Interactions
To view unqueued interactions:
- Go to the Dashboard tab.
- On the top bar, click the Unqueued Interactions button.
This opens a pop-up window showing all current unqueued records.
📋 What You’ll See
Each unqueued interaction includes the following columns:
| Field | Description |
|---|---|
| Interaction ID | Unique identifier for the interaction |
| Caller ID | Email or contact info of the initiator |
| Customer | Name of the customer |
| Created At | Timestamp of when the interaction occurred |
| Channel | Source of the interaction (e.g., email) |
| Last Message | Most recent message or subject |
| Queues | Dropdown to assign the interaction to a queue |
📌 Tip:
Assign interactions to the correct queue directly from this view using the Select a Queue dropdown for each row.
📊 Why It Matters
Handling unqueued interactions ensures that no customer message is missed or left unaddressed.
It’s essential for maintaining SLAs, improving customer satisfaction, and keeping dashboards accurate.
Sample view of the Unqueued Interactions pop-up.
