Installation guide

About Contact Center queues 2-4
Chapter 2: Creating a Contact Center Queue
Wave Contact Center Administrator Guide
Basic Contact Center queue terminology
To work in a Contact Center queue as an administrator, supervisor, or agent, you should be
familiar with the following Contact Center queue terms:
•
Agent. A Wave user who answers incoming calls to the Contact Center.
•
Queue. A Contact Center that is set up at a single extension. Callers to that extension who
are waiting are said to be “in the queue.”
A Contact Center can have more than one queue. For example, a technical support
department can have one queue for Product A and another queue for Product B. Each
queue has its own list of agents who answer calls and its own method of distributing calls
to agents. A user can be an agent for more than one queue.
•
Supervisor. An agent who has special permissions. An agent with full supervisory
permissions can perform any of the following tasks. (Agents can be configured with
varying levels of permission to perform some but not all supervisory tasks.)
• Monitor, coach, and join other agents’ calls.
• Perform administrative maintenance on a queue, for example, add and remove
agents from a queue, sign agents in or out of a queue, change an agent’s personal
status, manage a queue’s voice mailbox, and so forth.
• View current queue statistics in ViewPoint.
These supervisory functions are described in Chapter .
•
Overflow agent. A user who answers calls to a queue only when all the queue’s regular
agents are busy (standby or unavailable).
•
Personal calls. Any calls directly to an agent’s extension, as opposed to calls the agent
receives from a queue.
Agents, call forwarding and routing lists
Queue calls to agents do not use the agents’ routing lists or call rules, so they cannot try an agent
at multiple locations. Queue calls do follow the agents’ call forwarding / Where I Am settings.
Release 2.0 Service Pack 1
April 2011