Installation guide

Viewing current queue calls 6-2
Chapter 6: Supervising a Contact Center Queue
Wave Contact Center Administrator Guide
Exempting supervisors from receiving queue calls
Because supervisors are agents in the queue, by default they receive queue calls when they are
ready, just as other agents do. To exempt an agent from receiving calls from a queue, sign the
agent out for that queue, or configure the agent as an Observer (see “Adding agents to a queue”
on page 2-19).
When supervisors are signed out from a queue, the queue does not send calls to them. However,
supervisors can watch queue calls in the Call Monitor folder and answer them if necessary using
the
Take call command. They can also perform all other queue monitoring and managing tasks
when they are signed out.
For instructions on signing a supervisor out, see “Signing agents in or out of a queue” on page
6-21.
Viewing current queue calls
Agents with the permission Access Queue call monitor can view all current queue activity on
the queue’s tab in ViewPoint’s Call Monitor folder. Note that only calls associated with the
queue appear in the queue’s tab. If the agent is on a personal call or a call from another queue,
it does not appear in the queue tab.
For more information, see “Using the Call Monitor tabs” on page 5-8.
Monitoring queue statistics
Agents who have the permission Monitor queue statistics set to Allow can monitor a queue’s
performance via the Queue Monitor folder in ViewPoint.
Release 2.0 Service Pack 1
April 2011