View Support Sessions in Queue in the Connect Web Rep 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 specifically. 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.
Additionally, the General queue is open to all representatives. If a customer starts a support session by clicking the Connect Now button, they enter the general queue.
Click a queue name to view its sessions. Click a session entry to view details about the support request. To begin supporting the selected session, click the Accept button. Accepting a session switches your view to session view. You can run multiple sessions simultaneously. Return to the session list by clicking the home button in the top left corner.