2
1 INTRODUCTION.......................................................................................................... 3
2 SETTING UP THE QUEUE ......................................................................................... 4
2.1 Queue Rules ...................................................................................................... 4
3 INSTALLING CALLQ AGENT .................................................................................. 7
4 LOGGING INTO CALLQ AGENT............................................................................. 9
5 THE QUEUE MENU ................................................................................................... 10
5.1 Queue Settings. . ............................................................................................. 15
5.2 Greetings Dialog ............................................................................................. 17
5.3 Comfort Messages........................................................................................... 18
5.4 Call Time Limits. . . ........................................................................................ 19
5.5 Display Settings. . ........................................................................................... 21
5.6 Wrapup Comments and QCodes ..................................................................... 23
5.7 Call Queue Priority…...................................................................................... 26
6 CALL QUEUE AGENT TRANSFER PROCESSES ............................................... 28
7 CALLS IN THE QUEUE ............................................................................................ 31
8 AGENT MENU OPTIONS ......................................................................................... 33
8.1 Agent List. . . ................................................................................................... 33
8.2 Agent Settings. . . ............................................................................................ 36
8.3 Enabling the Call Record Feature ................................................................... 39
9 CALL MENU OPTIONS ............................................................................................ 40
10 REPORTS MENU OPTIONS................................................................................... 42
10.1 Calls... Incoming Calls Report ...................................................................... 44
10.2 Calls… Call Duration Report........................................................................ 45
10.3 Calls… Lost Calls Report ............................................................................. 46
10.4 Caller ID Report ............................................................................................ 46
10.5 All Agents Stats............................................................................................. 47
10.6 Specific Agent Stats ...................................................................................... 48
10.7 All Q Specific Agent Stats ............................................................................ 48
10.8 Specific Agent Actions.................................................................................. 48
10.9 Agent Need.................................................................................................... 49
10.10 Call List… Specific Agent .......................................................................... 50
10.11 Call List… All Agents................................................................................. 51
10.12 Call List… Dropped Calls........................................................................... 52
11 WINDOW MENU OPTIONS ................................................................................... 53
11.1 Real-Time Statistics Dashboard Display....................................................... 54
APPENDIX A
...................................................................................................... 57
Table 1: Call Report Reference Table....................................................................... 57
