Installation guide

Wave Contact Center Administrator Guide
Chapter 5
Working as an Agent in a Contact Center Queue
CHAPTER CONTENTS
Starting and ending your shift, and taking breaks
Important: Do not use this section if you are not allowed to change your own personal status.
In that case, a supervisor will control your workflow. Talk to your queue manager or Wave
system administrator about how to work in the queue.
As a Contact Center agent, you control your workday by changing your personal status. At the
beginning of your shift, you make yourself ready. At the end of your shift, you make yourself
unavailable. While you are ready, you receive calls from all queues for which you are signed in.
When you make yourself unavailable, queues stop sending calls to you.
Note: If you have to temporarily leave your phone during your shift, choose Wave’s On Break
personal status.
The following sections describe which personal statuses to use to make yourself ready and
unavailable. For instructions on changing your personal status, see Chapter 3 in the Wave
ViewPoint User Guide.
Starting and ending your shift, and taking breaks . . . . . . . . . . . . . . . . . . . . . . . 5-1
What Contact Center agents need to know . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-3
Signing in and out of a queue . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-5
Receiving and handling queue calls. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-6
Placing calls from a queue vs. calling as user . . . . . . . . . . . . . . . . . . . . . . . . . . 5-9
Popping up caller information. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-11
Working remotely . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-11
Release 2.0 Service Pack 1
April 2011