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Queue name is displayed at top
Queue phone numbers are listed below the queue name
Numbers in boxes indicate how many agents are in a specific state. First three boxes can also be clicked to filter those agents.
List of users displays the current users in the queue
Buttons at top right:
Manage - Optional feature. Opens a view for managing this queue's settings, such as phone numbers, schedule, prompts, IVRs, etc.
Add users - Add users to this queue. See below.
Set age bonus - Optional feature. See below.
List of users has the following columns:
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Column headers can be clicked to sort the list. Buttons at top right can be used to access settings and to add users. See more below:
Copy users to selected queues
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Users will be active in the selected queues immediately after copying.
Settings
Settings button
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Set age bonus link opens a dialog where age bonus can be changed if that feature is available for the queue.
Please note: Age bonus functionality is not available in this view if you have queue management tools enabled. In that case you can change age bonus (queue priority) in queue management tools.
Age bonus - service queue priority
Settings Set age bonus dialog contains a slider which is be used for defining a service queue's priority. The priority is defined using Age bonus setting. An age bonus is used to prioritize service calls between queues. The age bonus makes the calls appear “older” than they actually are. A higher age bonus means that calls in the queue are prioritized first since they appear older and are allocated first to serving users.
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Close and Save buttons at the bottom are used to save or discard any possible changes. Both close the dialog.
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This view lists users who can be added to the queue.
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