Occasionally, you may want to contact a customer even if the customer is not the next in line. For example, if a waiting customer has numerous items in their current shopping cart, or is a frequent customer, you consider them higher priority. To serve a customer out of sequence:
- On the Monitoring tab, click one of All queues which displays all of the queues, Assigned queues which displays the queues to which the CSR is assigned, or Preferred Queues, which displays the queues the CSR has identified as their preferred queues. The Queue list is updated as appropriate. The list of customers in the Customers waiting list is also updated.
- Select the customer's name in the Customers waiting list.
- Click the Serve button beneath the Customers waiting list. A session begins in your Session tab. Note that this button is only enabled if you are assigned to the queue in which the customer is waiting.