Call Center

Call Center Home Page

The Call Center Home Page is the best place to view statistics related to the call queues that a supervisor manages. It is the first screen when logged in under Call Center Supervisor scope.

Call Center Home Page

The Call Center Home Page is the best place to view statistics related to the call queues that a supervisor manages. It is the first screen when logged in under Call Center Supervisor scope.

Some things to know

The Stats Grid will display custom statistics for your call center which are color coded from red to green depending on the threshold.
Call queues can be configured and modified only by users with a scope of Office Manager/Call Center Supervisor or higher.
Only once a call queue is set up can agents be added.
Call queues can contain both on-net and off-net agents.
Call queues need to have a numerical “name.”
Only online agents can be part of an active queue.
If a device is not registered, then the agent will be offline.
Icon colors represent agent status:
- grey=offline, green=online, red=online but currently taking a call.
Agents that are a part of multiple queues can prioritize one queue over another.
Agents can indicate the reasons for their availability/unavailability:
- Logged In, Lunch, Break, Meeting, Web and Other