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Managing queues
Read about monitoring queues
Temporarily monitoring a queue
Transferring, prioritising and answering calls from a queue
Monitoring queues
You can permanently monitor up to five queues, and view up to 50 calls per queue, in Queued calls.
You can temporarily monitor one extra queue as a quick link queue when you select a queue on the dashboard. When you select a queue to monitor, the queue appears in Queued calls. If you select the current quick link queue to monitor permanently, that queue is removed from Quick link queue.
To select queues to monitor
-
From Queued calls, select
> Edit monitored queues.
-
Select or clear queues.
You can select up to five monitored queues.
- For each standard queue you selected, set the total number of calls to display.
-
If you have the advanced edition of call centre, for each premium queue, set how many calls of each priority level to display.
You can have a total of 50 calls for each queue, distributed across the priority levels.
The dashboard and quick link queues
You can monitor a queue that you don't normally monitor, for example, if you are covering for another supervisor with the dashboard. A temporarily monitored queue is called a quick link queue. You can perform all the tasks on a quick link queue that you would on a normally monitored queue.
If you select another unmonitored queue, it replaces the existing quick link queue.
Queue management tasks
To answer a call from a queue
You can answer a waiting call directly from a queue, for example, if the queue is exceptionally busy.
- From Queued calls, select a queue.
- Select a call.
- Select Retrieve.
To transfer a call to another queue
- From Queued calls, select the queue you would like to transfer a call from.
- Select a call to transfer.
- Select the queue you would like to transfer the call to.
- Select Tran.
To transfer a call from a queue to an agent
If an agent is free or you notice that a queue is especially busy, you can transfer a call to an agent.
- From Queued calls, select the queue you would like to transfer a call from.
- Select a call to transfer.
- From the Agents tab of , select the agent you would like to transfer the call to.
- Select Tran.
To transfer a call from a queue to a number that is not in your contacts list
You can transfer a call from a queue to any number.
- From Queued calls, select the queue you would like to transfer a call from.
- Select a call to transfer.
- At the top of Call Console, enter a number.
- Select Transfer.
To change the position of a call in a queue
You can't move a call ahead of a bounced call.
- From Queued calls, select a queue.
- Select a call.
- Select Reorder.
- Select a position number, send the call to the front of the queue or send the call to the back of the queue.
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