View Support Sessions in Queue in the Android Connect Representative Console
Session queues provide information about and access to customers who are waiting for support. The Personal queue contains customers with whom you are currently in session or who are waiting for a session with you. A waiting session appears in your personal queue if the customer initiated it by entering a session key you generated, or by selecting your name from the public site. The General queue is open to all representatives. Customers enter the General queue when they click the Connect Now button.