Vertical Communications TeleVantage 7.5 manual Managing agents’ status

Queues Folder

Managing agents’ status ___________________________________

With supervisor permissions, agents can directly control the status of other agents in the queue in the following ways:

QSigning agents in or out of a queue

QChanging an agent’s personal status

Signing agents in or out of a queue

An agent who is signed in to a queue receives calls from that queue when ready. When signed out, the agent is still a member of the queue, but does not receive queue calls. An agent who is signed out can still view queue calls in the Call Monitor folder and answer them if necessary by using the Take Call command.

Supervisors can use the sign in/out feature to move agents among queues without having to delete them from one queue and add them to another. For example, if Kim works as an agent in the Sales queue in the morning and in the Support queue in the afternoon, a supervisor can sign Kim out for the Sales queue at midday and sign her in for the Support queue.

Note: Agents with the Queue Sign In/Out permission can sign themselves in and out of the queue. See “Signing in and out of a queue” on page B-5.

You can sign agents in or out using either ViewPoint or the Administrator.

Signing agents in or out using ViewPoint

To use this procedure you must have the queue permission Monitor Queue statistics (see the TeleVantage Call Center Administrator’s Guide) and the general TeleVantage permission Access Queues folder (see Administering TeleVantage).

1.Open the Queue Monitor folder by clicking Public Folders in the Folder List, then clicking its icon.

2.If there are tabs for more than one queue, click the tab of the queue for which you want to sign the agent in or out.

3.In the Agents pane, select the agent.

4.Choose Actions > Sign this agent into queue or Sign this agent out of queue. The command signs the agent in or out.

Signing agents in or out using the Administrator

To use this procedure you must have the general TeleVantage permission Access (see Administering TeleVantage).

1.Open the Queues folder and double-click the queue for which you want the agent to be signed in or out. The Queue dialog box opens.

2.Click the Agents tab and double-click the agent’s name in the Agents in this queue list. The Agent dialog box opens.

C-18 USING TELEVANTAGE