Managing Agents' Status; Signing Agents In Or Out Of A Queue - Toshiba STRATA CS Communication Server Release 6 User Manual

Managing agents' status ___________________________________

Signing agents in or out of a queue

C-18
With supervisor permissions, agents can directly control the status of other agents in
the queue in the following ways:
Signing agents in or out of a queue
Changing an agent's personal status
An agent who is signed in to a queue receives calls from that queue when ready. When
signed out, the agent is still a member of the queue, but does not receive queue calls.
An agent who is signed out can still view queue calls in the Call Monitor folder and
answer them if necessary by using the
Supervisors can use the sign in/out feature to move agents among queues without
having to delete them from one queue and add them to another. For example, if Kim
works as an agent in the Sales queue in the morning and in the Support queue in the
afternoon, a supervisor can sign Kim out for the Sales queue at midday and sign her in
for the Support queue.
Note:
Agents with the Queue Sign In/Out permission can sign themselves in and out
of the queue. See "Signing in and out of a queue" on page
You can sign agents in or out using either ViewPoint or the Administrator.
Signing agents in or out using ViewPoint
To use this procedure you must have the queue permission
(see the Strata CS Call Center Administrator Guide) and the general Strata CS
permission
Access Queues folder
1.
Open the Queue Monitor folder by clicking
List, then clicking its icon.
2.
If there are tabs for more than one queue, click the tab of the queue for which
you want to sign the agent in or out.
3.
In the Agents pane, select the agent.
4.
Choose
Actions > Sign this agent into queue
. The command signs the agent in or out.
queue
command.
Take Call
(see Strata CS Administrator Manual).
Public Folders
or
U
SER
B-5.
Monitor Queue statistics
in the Folder
Sign this agent out of
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