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