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Managing queues
Read about monitoring queues
Temporarily monitoring a queue
Transferring, prioritising and answering calls from a queue
Monitoring queues
You can permanently monitor up to five queues, and view up to 50 calls per queue, in Queued calls.
You can temporarily monitor one extra queue as a quick link queue when you select a queue on the dashboard. When you select a queue to monitor, the queue appears in Queued calls. If you select the current quick link queue to monitor permanently, that queue is removed from Quick link queue.
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From Queued calls, select
> Edit monitored queues.
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Select or clear queues.
You can select up to five monitored queues.
- For each standard queue you selected, set the total number of calls to display.
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If you have the advanced edition of call centre, for each premium queue, set how many calls of each priority level to display.
You can have a total of 50 calls for each queue, distributed across the priority levels.
The dashboard and quick link queues
You can monitor a queue that you don't normally monitor, for example, if you are covering for another supervisor with the dashboard. A temporarily monitored queue is called a quick link queue. You can perform all the tasks on a quick link queue that you would on a normally monitored queue.
If you select another unmonitored queue, it replaces the existing quick link queue.
Queue management tasks
You can answer a waiting call directly from a queue, for example, if the queue is exceptionally busy.
- From Queued calls, select a queue.
- Select a call.
- Select Retrieve.
- From Queued calls, select the queue you would like to transfer a call from.
- Select a call to transfer.
- Select the queue you would like to transfer the call to.
- Select Tran.
If an agent is free or you notice that a queue is especially busy, you can transfer a call to an agent.
- From Queued calls, select the queue you would like to transfer a call from.
- Select a call to transfer.
- From the Agents tab of , select the agent you would like to transfer the call to.
- Select Tran.
You can transfer a call from a queue to any number.
- From Queued calls, select the queue you would like to transfer a call from.
- Select a call to transfer.
- At the top of Call Console, enter a number.
- Select Transfer.
Note: You can't move a call ahead of a bounced call.
- From Queued calls, select a queue.
- Select a call.
- Select Reorder.
- Select a position number, send the call to the front of the queue or send the call to the back of the queue.
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