My work
Your own cockpit: the offers waiting for you, the work you accepted, and the status that decides whether either happens.
My work, under Contact centre, acts only on you. The offers routed to you and the work you accepted are both scoped to your own user, by the runtime rather than by the screen, so nobody else's queue is touched here.
Every signed-in member can use it. There is no role gate on the tab.
Your status
Your status for routing lives in your account menu, reachable from every screen in the app rather than on this tab. It used to be mounted here as well, which meant the same control appeared twice in one section and could be read as two different settings.
One switch covers every channel. Three values you can choose:
| Status | Effect |
|---|---|
| Online | Work can be routed to you. |
| Away | Nothing new is routed to you. Anything already open stays yours. |
| Offline | Nothing new is routed to you. |
There is a fourth state you will see and cannot select, Wrapping up: no new work until the current task is closed out. It is set by the work rather than by you.
The away reason has no home right now
The runtime still stores and returns an optional reason for being away or offline, and the older status panel had a field for it. Nothing mounts that panel any more, so there is currently nowhere to type one. Supervisor-visible away reasons are planned work rather than a shipped feature.
Offers
An offer is a piece of queued work the router has routed to you, and it comes with a clock. Each one shows its queue, its channel, its priority where it has one, how long the customer has been waiting, and how many seconds remain before the offer expires.
Accept takes it. Reject sends it back to the queue for somebody else. Letting the clock run out does the same thing, more slowly and at the customer's expense, so reject deliberately rather than ignoring.
The list refreshes on its own, and says plainly when there is nothing waiting.
Work you accepted
Everything you accepted sits under Work you accepted until you finish with it. Each open task holds one slot of your capacity, and that is the mechanism behind the whole screen: completing or cancelling one gives the slot back, and the router can then offer you the next piece of work.
Three actions, and only the ones actually possible for a task appear on it:
- Start wrap-up — you are done with the customer and finishing your notes. The slot stays occupied.
- Complete — done, and the slot is freed.
- Cancel — ends the task without completing it, behind a confirmation, because on a live task it ends something a customer is part of.
If you try to move a task somebody else has already moved, the product says so plainly rather than pretending the click worked.
This list is remembered by your browser
The runtime exposes no read for the work you have accepted, so the list is kept per workspace and per user in the browser you are using. Sign in somewhere else and this particular list does not follow you.
That has a visible consequence, and the product surfaces it: if slots of your capacity are held by work this browser has no record of, a banner says how many and offers to release them. Read the confirmation first. Releasing ends whatever that held work actually is, which is the right button when you know the work is gone and the wrong one when you have simply forgotten which laptop you left it on.