1. First, navigate to the Call Center Page. You’ll see your Call Queues listed.
2. Select the “Edit Agents” icon next to the call queue you wish to edit. A pop-up will display the agents currently in that Call Queue.
3. Pressing the “Add Agent” button will allow you to add another user.
4. Enter the name or phone number of the user you wish to add. Specific additional options such as user status, wrap-up timers, maximum simultaneous calls, Max SMS sessions (if available), and queue priority can be set.
5. Once you have the agent set up, press the “Save Agent” button.
6. Now you can add additional agents or press “Done.”
Call Center Supervisors can add custom agent statuses. Pre-defined statuses are broad descriptions such as "lunch", "break", and "available". By using a custom status, the Supervisor has increased granularity on call center reports. Note that custom ...
Welcome to the call center analytics user guide. This article has been designed to help familiarize you with the basic layout, as well as guide you through creating an analytics board and some advanced features. Accessing the Analytics Board Note: To ...
There are often times it is important to play a greeting, message, or notification, in its entirety, to the caller prior to the queued call actually being dispatched to the Call Queue Agent. 1. In the OneCloud Manager Portal, navigate to Call Queues. ...
If not already - Navigate to the Teams Admin Center: Or navigate to: https://admin.teams.microsoft.com Like most everything else in Teams, a resource account is needed before we can build the queue itself. Step 1: Build a Resource Account Voice > ...
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