Display Order
The Queue Manager setting in Call Management Control determines how the Call Queue Manager sorts and displays calls. An individual user can override this value with a preference set in Service/Support User Preferences (11.21.23).
Values can be 0 (zero) through 3, and each has a different effect on primary and secondary sort orders:
0 (zero): Displays calls by next date and time. Pivot sorts by end user.
1: Groups calls by assigned engineer, then priority. Pivot sorts by queue.
2: Sorts by the assigned engineer. Pivot sorts by end user.
3: Sorts by area. Pivot sorts by customer.
When you enter the Call Queue Manager, the system displays an informational message describing the sort method currently in use.