Installation guide

Defining agents for a queue 2-19
Chapter 2: Creating a Contact Center Queue
Wave Contact Center Administrator Guide
Adding agents to a queue
To add agents to a queue
1 Click the Agents tab in the Queue dialog.
2
Click Add. The Agent dialog opens at the General tab.
3 For This agent is the following user, select a user from the drop-down list. 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. For
Wrap up time in seconds,
accept the default or enter a different wrap-up time.
Agents can terminate their wrap-up period early and make themselves ready to receive
calls. See 5 for complete instructions on being a Contact Center queue agent.
4 For
Overflow tier, leave the default value of 0 unless you want the agent to be an overflow
agent. See “Setting up overflow agents” on page 2-41.
Release 2.0 Service Pack 1
April 2011