A personal queue is a collection of all assigned active threads and available agent sessions. It is displayed on the left side of the agent’s automated workplace.
Threads are automatically assigned to the agent’s personal queue for free sessions based on routing rules.
Thread States and Markers
Thread states:
- Waiting for agent response. Threads are sorted in ascending time stamp order: from oldest to newest by the time the customer has been waiting for a response. The longer the customer waits for a response, the higher its thread is in the queue.
- Waiting for customer response. Threads are sorted in descending time stamp order: from newest to oldest. Threads that the agent has recently responded to appear higher in the list.
Thread markers and time stamps:
| Marker | Thread | Time stamp | Description |
 | Waiting for agent response | Customer’s first message time | A new thread for which there are no agent responses. The thread may contain chatbot responses. |
 | Waiting for agent response | Customer’s first unanswered message time | The thread already contains agent’s responses. The customer has sent one or more messages that require a response. |
 | Waiting for agent response | Thread transfer time | The thread has been transferred from another agent. The customer’s question hasn’t been resolved and needs to be answered. |
 | Waiting for customer response | Agent’s last message time | The agent has replied in the thread and has taken over another thread. The thread has at least one tag assigned, or the check for tags in the thread is not enabled in the settings. |
 | Waiting for customer response | Agent’s first message time | An outgoing message has been sent to the customer and is assigned to the agent. A new thread for which there are no agent responses yet. The thread may contain chatbot responses. |
Agent Response Timer
When a new message from a customer appears in the thread, the agent’s response time begins to count down using the progress bar. The progress bar is displayed around the customer’s avatar and changes color as the time counts down.
| Color | Description |
| The agent has received a new message from a customer in the thread. The progress bar turns green. The agent’s response time begins to count down. |
 | The half of the agent’s response time has passed. The progress bar decreases and changes color. |
 | The agent’s response time is running out. The progress bar decreases and changes color. |
When the response time expires, the progress bar disappears and the thread marker begins pulsing until the agent responds.
The faster the agent responds to messages, the higher the performance metrics.