You can view the call queues for which each agent who you supervise is currently available to handle traffic and override any queue-availability settings that an agent may have chosen for themselves, to accomodate incoming traffic flow.
Company supervisors must have the Supervisor Agent Control privilege to view and change the call-queue availability of an agent.
Company supervisors must also have the Agent Queue Selection privilege enabled to view and change the call-queue availability of an agent.
To view or change the call-queue availability of an agent:
Procedure #
Step 1:
Click Data > Live Data on the menu bar.
Under Agents, you can see a list of all agents that you monitor, organised by group.
Step 2:
For the appropriate agent, click:
Step 3:
For Handle Calls, tick (to select) or untick (to deselect) the checkbox(es) for the appropriate call queue(s)
Parent topic: Data management