Installation guide

About Contact Center queues 2-2
Chapter 2: Creating a Contact Center Queue
Wave Contact Center Administrator Guide
About Contact Center queues
Contact Center queues provide a full-featured system for distributing calls to agents.
This chapter describes creating and maintaining a Contact Center queue. For information about
working as an agent in a Contact Center queue, see 5. For information about working as a
supervisor or manager in a Contact Center queue, see 6.
When agents receive queue calls
For an agent to receive calls from a queue, the following four conditions must be true:
•
The agent is defined as a member of the queue. A Wave user who is not a member of a
queue can see no part of that queue in ViewPoint, and never receives calls from that
queue. The queue administrator adds and deletes agents as members of a queue.
•
The agent is signed in to the queue. This setting determines whether the agent receives
calls from this particular queue. Agents must be signed in to the queue to receive calls
from it. An agent who is signed out does not receive calls from that queue, but can still
see and monitor the queue in ViewPoint—a useful state for supervisors. An agent might
be signed into some queues and signed out of others at any given time. The queue
administrator determines which agents are signed in or out of each queue. You can also
give individual agents permission to sign themselves in and out.
•
The agent is in an available personal status. To receive queue calls, an agent must be in
the personal status Available, Available (Queue Only), or any personal status with the
Queue calls field set to Yes. Agents in any personal status with Queue calls set to No—
for example, Available (Non Queue) or Do Not Disturb—do not receive calls from any
queue. Agents can change their own personal status if they have permission to do so, and
it can also be changed by others if they have permission to do so.
•
The agent is ready. This agent state, viewable in the Queue Monitor (see “The Agents pane”
on page 6-4), determines whether the agent is currently eligible to receive queue calls. Agents
are ready when they are signed into at least one queue, are in an available personal status, and
are not currently in a call or the wrap-up period following a call.
Release 2.0 Service Pack 1
April 2011