Getting started

Working the Power Hour queue

How the Power Hour view orders work, what each row tells you, and how to move through it one contact at a time.

Contents
Also in Getting started
Signing in and setting your statusClaiming and releasing a work itemFive-minute inactivity lock

Power Hour is the view most agents start in. It lists new leads and prioritised outbound work for your location, ordered by priority. It is a view over one canonical work item, not a copy, so a contact never appears twice across Power Hour, Callbacks, Inbound, Coverage, or Overnight.

Steps

  1. Click Queue in the sidebar. The queue panel shows tabs for Power Hour, Callbacks, Inbound, and Coverage, each with a count.
  2. Select Power Hour. Rows are sorted by priority. A coloured bar on the left marks urgency: red for urgent, orange for high, grey for normal.
  3. Read the row. Each one shows the contact name, the location, and a short line such as “Power Hour · SLA at risk · attempt 2 of 5” or “Power Hour · new lead · web form 10:48 AM”.
  4. Click a row to open it. The contact card, the contactability preflight, the action row, and the disposition controls load on the same screen.
  5. Claim the item, check the preflight, and place the call from your phone app. Set a disposition and save. The next row is ready.

Use the search field (“Search name, phone, or email”) to find a specific contact. Results are filtered by your role and location before they reach your screen.

What you’ll see

  • The breadcrumb reads “Queue / Power Hour” followed by the contact’s name while an item is open.
  • The selected row is highlighted. Other agents cannot open it while you hold the lease.
  • The Unified history column shows calls, SMS, email, and forms for the contact in one timeline.
  • The Guidance card shows the approved script for this kind of call.

If something looks wrong

  • A row disappears. Another agent claimed it, or it moved to another view after a disposition. This is normal.
  • The count looks high. Your manager sees the same count in queue health. Ask before skipping rows; order is set by policy.
  • A contact you expected is missing. It may be outside your location scope, or held after reaching its attempt cap.
  • Claiming and releasing a work item
  • Reading contactability preflight results
  • Setting a disposition
01Book a demo

Can't find it?

Ask in the demo, or tell us what the article should have said.

Book a DemoSee it work