For overview information about Talk in omnichannel routing, see this article.
As the ticket will be created earlier in the flow of call routing (as soon the call enters the queue), you will be able to see the tickets getting created from callers still waiting in the queue inside a support view. Here is an example of view conditions that can help you see the call tickets that were created in the past hour. This will also contain the calls that are still in the queue to be answered.
Please sign in to leave a comment.