2- Click on the gear ⚙️ located on the right, above the list of users.
3- Click on "General".
4- And then in "Enable Unassigned list".
5- Press accept. Then log out and log back in to save the changes.
What’s the difference between the classic Unassigned view and the Unassigned list?
If the Unassigned list is on, you’ll be able to see a list with all the clients waiting to be served
On the other hand, if the Unassigned list is off, it’s not possible to choose which client will be served first. The agent will only be able to see one client at a time, sorted by date from the oldest to the newest