Installation guide

Wave Contact Center Administrator Guide
Chapter 6
Supervising a Contact Center Queue
CHAPTER CONTENTS
About supervising queues
You can assign agents any number of queue permissions that give them the ability to supervise
a queue. Supervisors are merely agents with extra permissions. Supervisory tasks include the
following:
• Configuring the queue, including the which agents belong to the queue
• Signing agents in or out of the queue
• Viewing real-time queue statistics in ViewPoint
• Changing an agent’s personal status
• Managing a queue’s voice mailbox
• Supervising agent conversations by monitoring or coaching
You assign permissions separately for each queue. To give an agent supervisor permissions in
more than one queue, you must edit the agent separately in each queue.
For instructions on adding agents to a queue and setting their permission levels, see “Defining
agents for a queue” on page 2-16. For a list of queue permissions, see “Agent permissions” on
page 2-24.
About supervising queues . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-1
Viewing current queue calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-2
Monitoring queue statistics. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-2
Supervising other agents’ calls. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-18
Managing agents’ status . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-21
Managing a queue’s voice mailbox . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-25
Release 2.0 Service Pack 1
April 2011