26
You can create as many different queue codes as you like. The examples
above work well for a sales queue.
6) Save the changes to the file, and close notepad. Choose yes when
prompted if you want to apply the changes.
Once the QCodes list is built, when agents wrapup a call, they’ll see the
codes in the “code” list, as seen in
Figure 16
:
Figure 16: Example Wrapup Comments Dialog with QCodes Enabled
Selecting the drop down list the agent can select any of the other code
types. Amanda saves call comment information in a database that can be
reviewed later when running reports.
5.7 Call Queue Priority…
When connecting to multiple call queues, it’s important to setup a queue
priority list. This way when there are calls holding in more than one queue, and
you make yourself available, you’ll get calls sent to you from the queue with the
highest priority first. To create a call queue priority list click on the queue menu
and then “Call Queue priority…” and the Call Queue Priority List dialog will be
shown:
