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particular customer on a problem may use this. When the agent sees
that customer has called in again (by the displayed Caller ID), they can
take the call right away so that the customer can continue working with
the same agent on the problem.
Available privilege When enabled, this option gives the agent the ability to
control their “available” status. When disabled, attached agents are
always considered to be available, unless already on a call.
Is supervisor A supervisor has all the privileges of the queue administrator
except they can’t create or delete the queue. Supervisor’s can add or
remove agents, change agent settings, run all reports, and assign calls to
agents. Unlike the queue administrator, queue supervisors cannot make
themselves available since they’re not a real agent (i.e. they’re a
supervisor). Supervisors can only take calls selectively.
Maximum wrap-up time allowed This is the maximum number of seconds that
can elapse once the “Do Wrap-up” button is selected. After this time the
previous agents state of availability will become the new status. The
queue must allow wrap-up in order for this setting to be used.
Maximum time to accept/reject calls This is the number of seconds the
agent has to determine whether or not to accept or reject a call that’s
being assigned to them, if they have the Rejection privilege for this
queue.
Priority Level Each agent can have a priority level. Priority levels can be used
to determine which agents will get calls sent them first when multiple
agents are available. Priority levels are set from lowest to highest (with 0
being the highest priority level). When priority level is not set, all agents
have the same priority level.
Copy to… Used to copy queue settings from one agent to another. The queue
supervisor can save a lot of time by setting up one agent’s settings and
then copying those settings to all the other agents. The copy to settings
won’t be active until the supervisor and agents detach and re-attach to
the queue.
Restrictions A particular call may require certain skills of the agent. For
example, the caller may have expressed through an IVR interaction that
he can speak only Spanish. The agent can have corresponding skills
listed, so calls can be routed appropriately. The restrictions are free form
text, but must match exactly to all of those required by a call, case
sensitively. If a caller requires skills which no currently attached agent
possesses, then the call will not be allowed to enter the queue and will
then usually go to voicemail. Similarly, if a call is already in queue and
the last agent who possesses skills needed for that call logs out, then the
call will fall out of the queue and again go to voicemail. If there aren’t any
agents logged into the queue, then calls cannot enter that queue and will
go to directly to voicemail.
