Installation guide

Defining agents for a queue 2-25

Chapter 2: Creating a Contact Center Queue

Wave Contact Center Administrator Guide

Queue Sign In/Out The agent can sign in or out of individual

queues. See “Signing in and out of a

queue” on page 5-5.

Note: If an agent has the general Wave per-

mission Access Queues folder set to

“View and Edit,” and is not an observer

agent, the agent can sign in and out of all

queues regardless of how this queue per-

mission is set.

Disallow

of queues from the Queue Monitor.

Disallow

View agents being

monitored

The agent can see when agents’ calls—

including their own—are being monitored.

With this permission, agents whose calls

are being monitored display in the Call

Monitor with the monitoring party attached

as an indented line. See “Viewing when

agents are being monitored” on page 6-20.

Disallow

Access Queue call log The agent can view a record of calls to the

queue. With “View and Edit,” the agent can

perform all actions in the folder. See the

Wave ViewPoint User Guide.

No access

Access Queue call monitor The agent can see queue calls on a tab in

ViewPoint’s Call Monitor folder. With

“View and Edit,” the agent can perform all

actions in the folder. See “Using the Call

Monitor tabs” on page 5-8.

No access

Access Queue mailbox The agent can view and play voice mes-

sages in the queue’s voice mailbox. With

“View and Edit,” the agent can perform all

actions in the folder. See “Managing queue

voice messages on the phone” on page

6-25.

View and Edit

Agent Permissions

Release 2.0 Service Pack 1

April 2011