Installation guide

Managing agents’ status 6-22
Chapter 6: Supervising a Contact Center Queue
Wave Contact Center Administrator Guide
To sign an agent in or out via ViewPoint
1 In ViewPoint, open the Queue Monitor folder by clicking its icon in the Folder List.
2 If there are tabs for more than one queue, click the tab of the queue for which you want to
sign the agent in or out.
3 In the Agents pane, select the agent.
4
Choose Actions > Sign this agent into queue or Sign this agent out of queue. The command
signs the agent in or out.
Signing agents in or out via the Global Administrator Management Console
Note: To perform the following steps, you must have the general Wave permission Access
Queues Folder
. (See Chapter 11 in the Wave Global Administrator Guide for more information
about setting general Wave permissions.)
To sign an agent in or out via the Queue dialog
1 If necessary, click the Administration tab in the Global Administrator Management
Console.
2 Click the User/Group Management icon, located in the PBX Administration section.
3 Log on to the User/Group Management applet, which opens in a remote access window.
Once you log on, the Users view opens.
Click
Release 2.0 Service Pack 1
April 2011