Viewing Queue Calls
To check the calls currently in the queue either answered or queuing
- Click on the queues icon on the toolbar.
- Double click the queue you want to view.
The bottom half of the screen shows all current Queue Calls
As calls (or other media: Fax, Email or Callback) are presented to an agent, the telephone icon in the leftmost column changes from yellow to red.
When the call is answered the caller status changes from Queuing to Ringing.
When a call is put on Queue Hold, the caller status changes to 'hold' and the icon status changes to a hand - see Queue Hold for further information.
Note: If an Agent is logged into the Queue (yellow telephone) and does not answer the telephone, the Call and Contact Centre will keep trying to send calls to this Agent if no other Agents are available.
It is important to LOG OUT of the Queue if you leave your desk, to allow customers to receive announcements and to prevent high ring times.