The Edit Agent icon will take you to the Edit Agents page as shown below. Here you will be able to add agents to the queue, modify if they are able to receive calls, and how many calls they can receive at one time.
To edit an agent, click on the Edit icon to the right of their name. The following screen will pop-up.
Adding/Editing Agents in Call Queues
| Fields | Description |
| Agent Phone | Select a phone of the agent that you want to add to the queue. |
| Status | Select whether the agent is ready to take calls (Online) or not active (Offline). |
| Wrap up Time | Use the slider to specify the amount of time the agent is allocated to complete paperwork after finishing a call and before a new call is dispatched. |
| Max Simultaneous Calls | Use the slider to specify the maximum number of calls an agent can take at one time. This will almost always be 1. |
| Order in Linear Hunt | Sets the dispatch order. If a call is dispatching, it will go to the available agent with the lowest order. |
| Queue Priority for Agent | Sets weighting for an agent that is servicing multiple queues. If you have an agent servicing two queues and both queues have a person waiting, the agent will get the call from the queue whose priority is highest (lowest number). |
| Request Confirmation | Enables or disables request confirmation. Choices are: Checked – Requires the agent to confirm receiving the call. Not Checked – Agent does not confirm the call. |
| Auto Answer | Enables or disables auto-answer. Choices are: Checked – agent phone answers automatically (not all phones support this feature). Not checked – agent phone does not answer automatically. |
When you have completed making your changes, click the Save Agent button. The color-coded status of the new agent is displayed.
Green = Available
Gray = Offline
Red = On a Call
After adding the agent’s device, you can change any of these options by clicking the Edit icon.
To delete an agent:
Hover over the agent you want to delete and click the Delete icon at the far right of the window.
