Call Center App - Manage Queues Tab

Modified on Wed, 02 Aug 2023 at 02:34 PM

Description: The purpose of this article is to provide a detailed overview of the interface of the Manage Queues Tab of the Call Center App.

The Call Center App serves as the central digital workspace for call center operations. It grants call center managers access to a wide array of tools and features, facilitating efficient management and supervision of call center agents.

Upon entering the Call Center App, users will see the Dashboard Tab as the default view. Nevertheless, our focus in this article will be on exploring the Manage Queues Tab, which can be reached by clicking on the respective tab at the top of the Call Center App.

The Manage Queues Tab is designed for call center managers or supervisors, offering them the ability to create and configure queues, assign call center agents to these queues, and activate different functions like recordings or callbacks.

The Manage Queues Tab Interface Overview

All the presented information is divided into three primary sections.

  • Tab Selector: this panel serves as a navigation tool to switch between the main tabs of the Call Center App: the Dashboard Tab and the Manage Queues Tab.

For further information about the Dashboard Tab, please refer to this article.

  • Table of existing queues: this table presents a comprehensive list of all available queues that you can manage. The table interface displays essential information such as the number of assigned call center agents, enabled features, ring strategy, and wrap-up time for each queue.

The digits in the "# OF AGENTS" column are interactive; clicking on any of them will redirect you to the "Assigning Agents to Queues" page of the Call Center App.

For further information about assigning Agents to Queues, please refer to this article.

Similarly, clicking on the pencil badge allows you to edit the selected queue.

When you click on this button, you will access a form identical to the one used for creating new queues, but with the entered data ready for editing. For a comprehensive understanding of this form and its specific details, you can refer to the "Add Queue" article available via the link provided below.

  • Action Panel: this area features two main elements you can use to work with the table of existing queues.

These elements are:

  • Search Bar: this field allows you to locate a specific queue in the table of existing queues by its name.
  • "Add queue" button: the function of this button is to initiate the process of creating a new queue. 

Upon clicking it, you will be redirected to a new page where you will find a form that needs to be filled out in order to create the new queue.

This topic is extensive and cannot be covered here. Therefore, it has been documented in a separate article, and a link to it will be provided at the end of this article.

Below is a list of links to the separate documentation explaining various operations with queues in the Call Center App. These articles have been created individually to ensure clarity and focus:

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