Installation guide

Defining agents for a queue 2-26
Chapter 2: Creating a Contact Center Queue
Wave Contact Center Administrator Guide
Permissions are granted to Contact Center agents using the following levels:
• Use default. The agent’s permission level is whatever the default is for that permission.
The current default is shown in parentheses. If the default changes, the agent’s permission
changes with it. See “Changing wrap-up time and permission defaults” on page 2-16.
•
Allow. The agent can perform the specified operation.
•
Disallow. The agent cannot perform the specified operation.
•
No access. The agent cannot view this part of the ViewPoint interface.
•
View only. The agent can view the information in ViewPoint, but cannot perform any
commands on an item. For example, if
Access queue call monitor is set to View only, the
agent can see queue calls but cannot answer or transfer them.
•
View and Edit. The agent can view the information and perform all commands.
Preventing agents from changing their personal status
By default, Wave allows agents (and all users) to change their own personal status. If you want,
you can prevent agents from changing their personal status by setting their user permission
Change Personal Status to Disallow (see Chapter 11 in the Wave Global Administrator Guide
for more about setting user permissions). When on duty, such agents are unable to select a
personal status to stop receiving queue calls, for example Do Not Disturb or On Break.
Supervisors can still change the agents’ personal status to start and end their workday and let
them take breaks.
Note: When you prevent users from changing their personal status, they cannot use any of the
personal status features described in the Wave ViewPoint User Guide.
About the Skills tab
The Skills tab in the Agent dialog is used only if you are using skills-based routing. See Chapter
3.
Release 2.0 Service Pack 1
April 2011