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Managing agents' calls
About managing agents' calls
The range of tasks you can do to manage agents' calls depends on your configuration.
You can help your agents by managing their calls. If an agent is busy and has a lot of calls waiting to be answered, you can answer one or more of their calls for them. You can also answer calls directly from a queue.
Answering an agent's calls
If an agent is struggling with too many calls, or has stepped away from their station, you can answer a call for them.
To answer an agent's calls 
-
From the Agents tab of , select an agent whose phone is ringing.
Agents with ringing phones show this icon
. -
Move the pointer over the agent and select Ans.
The call is removed from the agent's Call Console, and appears in your Call Console.
You can transfer the call back to the agent, for example, if they were away and have returned.
Entering calls
If you need to intervene and speak to the people in the call, you can enter a call.
To enter a call
- From the Agents tab of , select an agent.
-
Select .
A new conference call is created in Conference call.
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