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Starting and ending your shift, and taking breaks 5-2
Chapter 5: Working as an Agent in a Contact Center Queue
Wave Contact Center Administrator Guide
Starting your shift
To start your shift and begin receiving queue calls, make yourself ready by doing either of the
following:
• Using your phone keypad, press either of the following at a dial tone:
•
* 50. This selects the Available personal status.
•
* 51. This selects the Available (Queue Only) personal status.
• In ViewPoint, select either of the following personal statuses:
•
Available. You receive personal calls (calls to your extension) as well as queue calls.
•
Available (Queue Only). You receive only queue calls. Personal calls are sent
directly to your voicemail.
If you will be making outgoing calls from the queue, see “Placing calls from a queue vs. calling as
user” on page 5-9.
Ending your shift
Important: Use this procedure at the end of your shift only. To take a break during your shift,
use the
On Break personal status to ensure the integrity of Contact Center statistics. See the next
section, “Taking a break.”
To end your shift and stop receiving queue calls, make yourself unavailable by doing either of
the following:
• Using your phone keypad, press
*52 at a dial tone. This selects the personal status
Available (Non-Queue).
• In ViewPoint, select any personal status whose
Queue calls preference is set to No, other
than On Break. For example, select the Personal status Available (Non-Queue) to receive
personal calls without receiving queue calls.
Note: If you have marked your outbound calls as being from the queue, you must switch back
to calling as yourself. Otherwise your outbound calls will continue to be marked as coming from
the queue (and may be monitored), even though you have ended your shift. See “Placing calls
from a queue vs. calling as user” on page 5-9.
Release 2.0 Service Pack 1
April 2011
- Wave Contact 1
- Center Administrator 1
- Revision History 3
- Contents 5
- Contents-2 6
- Contents-3 7
- Contents-4 8
- Contents-5 9
- Contents-6 10
- Contents-7 11
- Contents-8 12
- Contents-9 13
- Introduction 15
- Contact Center queue features 16
- Chapter 1: Introduction 17
- Using the audio controls 19
- Importing audio files 20
- Related reading 20
- Support services 21
- Web site 21
- System security 22
- About Contact Center queues 24
- Licenses and permissions 27
- Overview of creating a queue 28
- The Queues view 29
- Column Description 30
- Confirmation field 32
- Closing a queue 33
- Queue status when closed 34
- Select one of the following: 36
- Defining agents for a queue 38
- 1 Click the Agents tab 39
- Adding agents to a queue 41
- Queue Sign In/Out 42
- Take Call command 42
- Agent permissions 46
- Agent Permissions 47
- Changing the order of agents 49
- Using remote agents 50
- Configuring call distribution 51
- Using Last Agent Routing 54
- To enable Last Agent Routing: 55
- Defining how calls are scored 57
- Setting up overflow agents 63
- Parameter Description 67
- Estimated average call 70
- Defining a maximum wait time 74
- Setting up hold music 78
- Creating Hold prompts 82
- To create a Hold prompt 83
- No mailbox 88
- Setting up caller data entry 89
- Validating caller data entry 93
- Release 2.0 Service Pack 1 100
- April 2011 100
- To record a queue’s calls 103
- Collecting queue statistics 105
- OK to close the Queue dialog 106
- Add. The Shift dialog opens 107
- Directing calls to a queue 108
- To create a custom variable 111
- Deleting a queue 112
- Deleting a queue 2-91 113
- CHAPTER CONTENTS 115
- Defining skills 118
- The skill value scale 119
- Assigning skills to a user 119
- Assigning attributes to users 120
- Auto Attendants view 122
- Send calls to agents options: 127
- above) 129
- Using custom agent scoring 132
- Click OK 134
- The agent scoring formula 135
- Agent 1 Agent 2 136
- Creating the utility user 139
- 12 Deselect all options 141
- Delete 143
- Creating queue contacts 145
- Starting your shift 148
- Ending your shift 148
- Taking a break 149
- Working at different phones 150
- Signing in and out of a queue 151
- Using the Call Monitor tabs 154
- Wrap-up time 155
- Viewing queue activity 155
- From column 156
- *14# at a dial tone 156
- Popping up caller information 157
- Working remotely 157
- About supervising queues 159
- Viewing current queue calls 160
- Monitoring queue statistics 160
- Agents Pane Information 162
- Queue Statistics Pane 167
- When statistics are reset 170
- When statistics are refreshed 171
- Algorithm Agent positions 173
- *55 Queue Statistics 175
- *58 102# 1 178
- Managing agents’ status 179
- Managing agents’ status 6-22 180
- Agents tab 181
- Managing agents’ status 6-24 182
- Access Contact Center 186
- Reporter 186
- Running a report 187
- Running a report 7-4 188
- Running a report 7-5 189
- Viewing report results 190
- Viewing report results 7-7 191
- Setting Reporter options 192
- Setting Reporter options 7-9 193
- Setting Reporter options 7-10 194
- To share a local report 195
- Tools > System Settings 196
- To prepare the report 197
- Properties 198
- Available reports overview 200
- Contact Center Reports 201
- Name Description 201
- Agent Call Trends report 210
- Agent Call Trends report 7-27 211
- Agent State Summary report 214
- •Offering 217
- • No answer 217
- • Active inbound 217
- • Active outbound 217
- • Dialing 217
- Call Log report 221
- Call Log report 7-38 222
- Call Result by Skill report 223
- Call Summary report 224
- Call Summary report 7-41 225
- Call Transfer report 226
- Call Transfer report 7-43 227
- Call Trends report 228
- Call Trends report 7-45 229
- Custom Data report 235
- Custom Data report 7-52 236
- Grouped Service Level report 237
- Start and End dates 239
- Queue Comparison report 250
- Service Level report 253
- Service Level report 7-70 254
- Service Level by Skill report 255
- Trunk Performance report 256
- Trunk Performance report 7-73 257
- Trunk Performance report 7-74 258
- Trunk Usage report 259
- Trunk Usage report 7-76 260
- User Activity report 263
- User Call Trends report 264
- User Call Trends report 7-81 265
- Wait by Outcome report 266
- Creating Custom Reports 267
- Wave database schema 268
- The CallLog table 269
- Wave database schema A-4 270
- The PartyLog table 271
- Wave database schema A-6 272
- Wave database schema A-7 273
- The QueueEncounter table 274
- The AgentStateChange table 275
- The UserStateChange table 276
- The PhoneBookEntry table 276
- The ExtensionSettings table 277
- Agent table 277
- QueueSkillDefinitions table 278
- PBEQueueSkills table 278
- PBEQueueAttributes table 278
- PersonalStatus table 279
- Queue table 279
- QueueSkills table 280
- SkillReqLog table 280
- UserPSChange table 280
- Enabling queue logging 281
- About queue log files 282
- Viewing queue logs 282
- Troubleshooting agent issues 283
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