Installation guide

Receiving and handling queue calls 5-8
Chapter 5: Working as an Agent in a Contact Center Queue
Wave Contact Center Administrator Guide
Using the Call Monitor tabs
When you are an agent in a Contact Center queue, your Call Monitor folder displays the
following tabs:
• A tab that shows the queue’s calls, with the name of the queue on it. If the tab name
appears with an asterisk, it means that you are signed out from that queue.
Note: You must have permission to see this tab. If you do not see it, see your Wave system
administrator.
• The My Phone tab, which shows all the calls that are being handled by your phone,
including any queue calls you have taken.
• The All tab, which shows all your queue and personal calls together.
If you are an agent in multiple queues, the Call Monitor displays a tab for each queue.
Click the My Phone tab or a queue tab to view only the calls for that tab. Click the All tab to
view all calls at once.
Note: Your Call Monitor folder may display other tabs than the ones described in this section.
See Chapter 5 in the Wave ViewPoint User Guide for a full description of the Call Monitor.
Release 2.0 Service Pack 1
April 2011