Installation guide

Defining agents for a queue 2-20

Chapter 2: Creating a Contact Center Queue

Wave Contact Center Administrator Guide

5 For This agent is an observer, not shown in Queue Monitor, check to make this agent an

observer who can monitor queue activity without being seen by other agents in the queue. If

checked:

• Other agents cannot see the agent in ViewPoint in the Agents pane in the Queue

Monitor (see “Viewing queue statistics in the Queue Monitor folder” on page 6-3) or

the queue’s tab in the Extensions list.

• The agent is automatically signed out and cannot sign in, so that the agent does not

receive calls from the queue (see the next step).

•

The agent cannot be given the permission Queue Sign In/Out.

The observer agent can view queue activity in the Queue Monitor and Call Monitor,

supervise other agents’ calls and perform other supervisory actions. The observer agent can

also take queue calls manually by using the

Take Call command in the Call Monitor.

If the checkbox is cleared, the agent appears in the Agents pane in the Queue Monitor, and

can be signed in or out.

For This agent is signed in, select the check box if the agent receives calls from the queue

when the agent is ready. Clear the check box to define a supervisor who can monitor the queue

but does not receive calls from the queue.

When the check box is cleared, calls from this queue are not sent to the agent, even when

the agent is ready. However, the agent still sees the tab for this queue in the Call Monitor

and can answer queue calls using the

Take Call command.

Note: To receive calls from a queue, an agent must be both signed in, available for queue

calls, and ready. See “When agents receive queue calls” on page 2-2.

You can use this check box to switch an agent from one queue to another, by signing the

agent in for one queue and out for the other queue.

You can also give agents the permission to sign themselves in and out of a queue. See

“Agent permissions” on page 2-24 and “Signing in and out of a queue” on page 5-5.

Release 2.0 Service Pack 1

April 2011