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Most of the data is self-explanatory, but you might note the following:
• Queue Time represents the total time a call has been waiting in queue.
• Priority Queue Time represents the amount of time that a call has been
waiting in a specific priority level. Priority queue time will be reset to
0 when the call's priority is promoted to a higher level.
Pick Up Calls from Queue
To pick up a call from a workgroup queue, click on the queued call and
click the Pickup button. If the agent is connected to a caller, the current call
will be put on hold and the queued call is connected.
Note: This feature must first be enabled by the system administrator.
Viewing the Speed Dial List
To dial System or Station speed dial entries, click on the speed dial entry
and click the DIAL button.
Figure 33. Speed Dial list window
46 AltiAgent Manual
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