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A31003-P3010-U106-16-7619, 03/2014
myAgent, User Guide 17
Functions for Agents with the Authorization Level of an Agent
Queues
5 Functions for Agents with the Authorization Level of an
Agent
A number of convenient functions for handling calls, faxes and e-mails are offered
to Contact Center agents with the Agent authorization level via the Contact Center
client myAgent.
Related Topics
5.1 Queues
A queue lines up incoming calls, faxes and e-mails sequentially based on their
time of arrival and distributes them to available agents.
An incoming call, fax or e-mail to a queue is normally forwarded to the agent
whose last call lies furthest in the past. It is also possible to define other
distribution rules (based on the different skill levels of agents, for example). If all
agents are busy, any additional calls, faxes and e-mails are placed in the queue
and then distributed to the next free agent based on their priority and the waiting
time.
Statistical information
The Wallboard and the Grade of Service and Average Times graphs provide
statistical information on queues. Agents with the agent authorization level can
retrieve information on the queues to which they are assigned.
Related Topics
5.1.1 How to Log into a Queue
Step by Step
1) Click on Login in the tool bar.
2) In the Extension drop-down list, select the station number of the phone you
intend to use as an agent and click OK.
Related Topics
Related Topics
How to Start myAgent
5.1.2 How to Log out from a Queue
Step by Step
Select one of the following options:
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