Installation guide

Defining agents for a queue 2-21
Chapter 2: Creating a Contact Center Queue
Wave Contact Center Administrator Guide
7 To change the agent’s permissions from the queue’s default permissions, click the Permissions
tab.
8 Click the permission, click the arrow in the Value column, and then select a value for the
permission. If you choose “Use Default,” the value for this user will change whenever you
change the default permission for the queue (see “Changing wrap-up time and permission
defaults” on page 2-13). For an explanation of permissions, see “Agent permissions” on
page 2-18
Note: You do not need to use the Skills tab unless you are using skills-based routing,
described in 3.
9 To set automatic call recording for this agent, check
Automatically record this agent’s
calls
. See the next section, “Automatically recording an agent’s calls” for details.
10
When you have finished defining the agent, click OK. The Agent dialog closes and you return to
the Agents tab in the Queue dialog.
Release 2.0 Service Pack 1
April 2011