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Once the main general tab has been completed, you can add your agents to the queue. You can add or remove one or multiple agents at a time. |
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Select all users – This button adds all users to the queue. |
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| Remove all users – Select to remove all users from the queue. | |
| Search members – Search for users by typing their phone or extension number. You can also remove individual users by selecting the "X" next to their name. | |
| Submit – Select submit to save your changes. | |
| It is always best practice to assign a manager to a queue. Managers have both visibility and automated notification of what's happening daily, with agents handling set queues and customers waiting in a queue. | |
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Search managers – pick one or more managers to look after the queue. |
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| Notify manager when SLA reached – by ticking this box, any manager assigned to the queue will receive an email notification when calls are lost in the queue. | |
| Notify manager when queue call lost – by ticking this box, any manager assigned to the queue will receive an email notification that SLAs in the queue were reached. | |