Installation guide

Creating a Contact Center queue 2-5
Chapter 2: Creating a Contact Center Queue
Wave Contact Center Administrator Guide
Viewing queue configuration and setup
The Contact Center Queue Information report shows general information about each queue in your
system, including a list of agents and their current settings. You can use this report to get a snapshot
of a queue’s setup. For more information, see 7.
Creating a Contact Center queue
The queue is the backbone of a Contact Center. A queue defines the primary and overflow
agents who receive Contact Center calls, the method by which calls are distributed to those
agents, what callers experience while they are waiting, and so forth.
Licenses and permissions
To create a Contact Center queue, you must have the appropriate licenses installed and
supervisor permissions set.
Agent licenses
To create a queue, you must first purchase and enter one Contact Center Agent license for each
Contact Center agent. Only one license is required for each agent, even if agents are members
of multiple queues. See Chapter 24 in the Wave Global Administrator Guide for more
information about entering licenses.
Queue folder permission
To create or edit a queue, you must have the general Wave permission Access Queues Folder set
to
View and Edit. You do not need other Administrator permissions, so you can manage queues
without being a full Wave system administrator. To set permissions, use the Users view in the
User/Group Management applet in the Wave Global Administrator Management Console. See
Chapter 11 in the Wave Global Administrator Guide for more information about setting user
permissions.
Release 2.0 Service Pack 1
April 2011