Call Center Home Page

Call Center Home Page

Call Center Home Page

The Call Center Home Page is the best place to view statistics related to the call queues that a supervisor manages. It is the first screen when logged in under Call Center Supervisor scope.

 

Some things to know

  • The Stats Grid will display custom statistics for your call center which are color coded from red to green depending on the threshold.
  • Call queues can be configured and modified only by users with a scope of Office Manager/Call Center Supervisor or higher.
  • Only once a call queue is set up can agents be added.
  • Call queues can contain both on-net and off-net agents.
  • Call queues need to have a numerical “name.”
  • Only online agents can be part of an active queue.
  • If a device is not registered, then the agent will be offline.
  • Icon colors represent agent status:
    • grey=offline, green=online, red=online but currently taking a call.
  • Agents that are a part of multiple queues can prioritize one queue over another.
  • Agents can indicate the reasons for their availability/unavailability:
    • Logged In, Lunch, Break, Meeting, Web and Other

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