Showing and hiding columns in the agent queue

Agents can personalize the agent queue by selecting which columns to show for a specific report and saving the configured view. If the view is not saved, the default view is displayed when the agent accesses the report again.

  1. Log in to Case Management.
  2. Select Case Management.
  3. Click Agent Queue.
  4. Select a report.
  5. Click the ellipsis and select Show/Hide Columns.
  6. Select the columns to show, and clear the columns to hide.
  7. To save your view:
    1. Click the ellipsis.
    2. Select Save My View.
    3. Click Yes.