Viewing Request Details
When you are a staffer in a Hotline Group, you are automatically added to its corresponding Queue Group. Queue Groups provide you with information about incoming Hotline Requests, and the word Queue is typically appended to the names of the associated Hotlines, such as Installation Support Queue.
When requests are sent to a Hotline Group, a Message Card is sent to its Queue Group. The information on the card is updated whenever the request status changes.
Message Cards for new Requests show the following information:
• Requester name
• Pending status
• Issue or question
• Request creation time
After Hotline staffers claim Requests, Message Cards show the following information:
• Active status
• Staffer who claimed Requests (Owner)
• Request creation and claim times
• Elapsed time from Request creation to claim
In the bottom right corner of all Message Cards, Hotline staffers can click View More to preview the full text of Request Conversations, whether or not they own those Requests.
After Requests are closed, Message Cards show the following information:
• Closed status
• Request creation, claim, and close times
• Elapsed times from Request creation to claim, and from claim to closure
For more information:
• Completing Hotline RequestsQueue