Find unanswered and handed-off conversations in the Attention Queue
Open the Attention Queue tab. Use the reason and status columns to separate unanswered or human-handoff items.
Open the Attention Queue tab. Use the reason and status columns to separate unanswered or human-handoff items. Confirm that the chosen row shows the phone, line, reason and waiting time for the conversation.
Before you start
- The correct line or conversation selected
- Administrator permission for a change
Step by step
Open Conversation Supervision → Attention Queue
Go to Conversation Supervision → Attention Queue from the main menu. Confirm that the selected record matches the task you are about to complete.
Find unanswered and handed-off conversations in the Attention Queue
Open the Attention Queue tab. Use the reason and status columns to separate unanswered or human-handoff items.
Check the result
Confirm that the chosen row shows the phone, line, reason and waiting time for the conversation.
Result checkIf it did not work
Check these
- If the screen or control is missing, check your user role and whether the feature is enabled for your account.
- If the action does not finish, send the exact on-screen error text to support.
Does this step look different in your panel?
We can review the screen and exact error text together.
This guide was checked against the product UI and code inventory on 29 August 2026.
