Installation guide

Placing calls from a queue vs. calling as user 5-9
Chapter 5: Working as an Agent in a Contact Center Queue
Wave Contact Center Administrator Guide
Wrap-up time
After you finish a queue call, you are given wrap-up time to complete any work relating to the
call. During your wrap-up time you will not receive any queue calls. Your Wave system
administrator sets how much wrap-up time you have.
While you are in wrap-up time, appears in the ViewPoint status bar.
Terminating your wrap-up time early
To terminate your wrap-up time early and mark yourself as ready to take queue calls again, do
either of the following:
• Click in the ViewPoint status bar.
• Using your phone keypad, press
*54 at a dial tone.
Viewing queue activity
The Queue Monitor in ViewPoint displays a list of agents in the queue and up-to-date queue
statistics. You can use it to see the status of other agents in the queue and your current position
in the queue, among other things.
To see the Queue Monitor folder in your ViewPoint, you must have the appropriate permission.
For a description of the Queue Monitor folder, see “Monitoring queue statistics” on page 6-2.
Placing calls from a queue vs. calling as user
If you are a Contact Center agent and you place a call at your desk using the phone or ViewPoint,
by default Wave treats the call as one made by you. You can choose instead to place calls as a
queue, which may be necessary for your work as a Contact Center agent. When you place calls
as a queue, Wave treats the call as if the queue placed it. Other agents can see it in their Call
Monitors, it can be monitored by supervisors, and statistics and reports can accurately reflect
queue activity.
Release 2.0 Service Pack 1
April 2011