Installation guide

Defining agents for a queue 2-16
Chapter 2: Creating a Contact Center Queue
Wave Contact Center Administrator Guide
2 Select the List in dial-by-name directory checkbox.
3 To play a user's extension along with the user's name when callers choose the user from the
dial-by-name directory, and then select the
Play extension to the caller checkbox.
4
Click OK to save the queue as you have defined it so far or go to the next section, “Defining
agents for a queue.”
Defining agents for a queue
Use the Agents tab in the Queue dialog to define agents for the queue. Both primary agents and
overflow agents must be defined as agents on this tab.
• Primary agents are agents whose primary task is answering queue calls.
• Overflow agents are agents whose primary task is not answering queue calls, but who
receive them when all primary agents are busy. See page 2-41 for further information
about defining overflow agents for your queue.
For an agent to work in more than one queue, you must add the agent separately to each of the
queues.
Agents must be Wave users before you can add them to a queue (see Chapter 11 in the Wave
Global Administrator Guide for more about creating Wave users).
Changing wrap-up time and permission defaults
You can set defaults for agent wrap-up time and permissions. There are two benefits to doing
this:
•
To save time when adding agents. Before adding agents, set the defaults to the way you
want them to be for a typical agent. The default settings will then appear as each new
agent’s settings, which you can then modify for an individual agent if necessary.
•
To change a permission for several agents at once. When you change a default agent
permission, you change it for all existing agents except agents for whom you have specified
an unchanging permission. For example, you might give your agents the Queue Sign In/Out
permission, and then later decide to disallow it. This effect works only for permissions, not
wrap-up time.
Release 2.0 Service Pack 1
April 2011