Table of Contents
Introduction
Call Queue is the place you can see all the call queues that you have joined. At here, you can connect or disconnect yourself to the queue you are in or view queue details if you are authorized.
You can access to Call Queue from menu COMMUNICATIONS:
Call Queue List
On Call Queue List, you can see all the call queues that you have joined with the following information:
Action:
Connect
: if you want to receive the incoming calls from a specific queue, you need to connect to the queue.Disconnect
: if you don’t want to receive the incoming calls from a specific queue, you need to disconnect to the queue.
Queue Name: queue name that you are in. Click on queue name to view call queue details (see https://seamlessinsure.atlassian.net/wiki/spaces/SHC/pages/66650301/Call+Queue#Call-Queue-Details).
Description: queue description
Owner: name of queue owner
Created At: date that queue is created
To join a queue, you need to ask your administrator to add you to the queue. See https://seamlessinsure.atlassian.net/wiki/spaces/SHC/pages/30146768/Phone+Queues#Manage-Queue-Members. You can join multiple and connect to multiple queues at one time. When system routes an incoming call to a specific queue, if you are connected to that queue, you might receive the call based on several criteria: your current status, and your queue’s routing strategy.
Call Queue Details
On a call queue details tab, you can see:
All the call logs in the queue.
Agents in the queue.
