Installation guide

Defining agents for a queue 2-24
Chapter 2: Creating a Contact Center Queue
Wave Contact Center Administrator Guide
Agent permissions
You can give agents the following permissions:
Agent Permissions
Permission Description Default value
Change the Personal
Status of another user
The agent can manage other agents’ work-
flow by changing their personal status. See
“Changing an agent’s personal status” on
page 6-24.
If agents are prevented from changing their
own personal status, you must create a
supervisor with this permission to manage
their workflow is. See “Preventing agents
from changing their personal status” on
page 2-26.
Disallow
Join another agent’s call The agent can enter another agent’s call,
such that all parties in the call hear each
other. See “Supervising other agents’ calls”
on page 6-18.
Disallow
Coach an agent The agent can enter another agent’s call and
be heard by the coached agent but not by
the caller. See “Supervising other agents’
calls” on page 6-18.
Disallow
Monitor Agent calls The agent can listen in on other agents’
calls without being heard by the monitored
agent or the callers. See “Supervising other
agents’ calls” on page 6-18.
Disallow
Monitor Queue statistics The agent can view real-time queue statis-
tics in ViewPoint’s Queue Monitor folder
or listen to statistics using the phone com-
mand *55. See “Monitoring queue statis-
tics” on page 6-2.
Disallow
Release 2.0 Service Pack 1
April 2011