A channel is where a source is located and includes two types: asynchronous and real time. Asynchronous (Async) refers to messages that are not real time and do not require immediate responses, such as email messages. Real-time refers to real-time messages that require quick responses, such as live chat.
You can view your channels list via the agent states dropdown menu in the Tasks view. There, you’ll find your channels under the Channels List section at the bottom of the dropdown menu.
Managing your channels list will make you available for a certain channel type (asynchronous or real-time) and unavailable for other channels. This is helpful if an agent needs to prioritize working on tasks for a specific channel.
For example, at the beginning of your shift, you might choose to prioritize real-time chats first by making yourself available only for real-time channels. You can choose to update your channel list later on to make yourself available for asynchronous tasks if you desire.