Call Center supervisors and managers use Call Queues, also known as Hunt Groups, to manage high call-traffic flows. When all phone lines are in use for a company or group, you can place a caller in a call queue until the next available agent is free to handle the call.
The CALL QUEUES section on the Call Center Supervisor dashboard shows the list of call queues created in Hosted Voice. For each Call Queue column, you can click directly on the blue hyperlink number to access a dialog box that shows the itemized details.
The following table describes each column in the CALL QUEUES section:
Supervisors can use the CALL QUEUES section on the Call Center Supervisor dashboard to make changes to the agents assigned to a call queue. For example, you may need to add or remove agents from a queue, change the agent status, change the ring order or wrap-up times for a call agent.
To edit agents in a call queue:
In the CALL QUEUES >> section, click the Edit Agents icon next to a specific call queue. The Edit Agents dialog box displays.
Make changes to the agent detail as needed. You can add an agent, remove an agent or edit a specific agent’s information.
NOTE: See the “Hosted Voice Administrator User Guide” for more information about editing call agent settings.
Supervisors can make certain changes to a call queue like changing the queue ring timeout or forwarding unanswered calls. There may be times when you need to make more detailed edits to a call queue, such as changing Basic, Pre-Queue, or In-Queue options.
To edit a call queue:
In the CALL QUEUES >> section, click the Edit Queues icon
- next to a specific call queue.
The Edit Queues dialog box displays.
Make changes to the call queue detail as needed.
NOTE: See the “Hosted Voice Administrator User Guide” for more information about editing call queue settings.