Installation guide

About Contact Center queues 2-3
Chapter 2: Creating a Contact Center Queue
Wave Contact Center Administrator Guide
What agents experience
Agents can work in a queue using the phone alone or in conjunction with Wave ViewPoint.
Agents can change their personal status to begin their shifts, take breaks, and end their shifts.
After finishing each call, agents have a wrap-up time to complete paperwork before they receive
the next call.
By default agents have permission to change their own personal status, enabling them to control
their own workflow. You can revoke this permission for individual agents, so that a supervisor
must change their personal status for them. See “Preventing agents from changing their personal
status” on page 2-26.
What callers experience
Callers reach the queue either by dialing its extension directly or choosing it from your
company’s auto attendant (for example, “for Technical Support, press 2”). They hear an initial
message, called a Welcome prompt, that introduces them to the queue. You can also have the
queue prompt them to enter data at this point, such as a customer number, that can optionally
modify their waiting experience. If no agents are ready, the callers are then placed on the queue
to wait.
While waiting, callers hear hold music. Occasionally they hear other messages called Hold
prompts. These are messages that you record to assure callers that their calls will be answered,
to play them an advertisement, and so on. You can define Hold prompts that play only once, play
on a repeating basis, or change based on how close the call is to being answered. Instead of
waiting, callers can choose to leave a voice message or transfer out of the queue to an extension
you define, such as an Operator or your auto attendant.
When an agent becomes ready, the caller is transferred to that agent.
Release 2.0 Service Pack 1
April 2011