Connected to An Agent

Updated: April 8, 2024

Go to: Contact Center > Queues

In our last article, Waiting for an Agent, we covered audio files for hold music, periodic announcements, call ringing selections, failover destination, breakout IVR, and callback queue selections. We finish with the fourth main part: Connecting to Agent

Dashboard Color. This feature allows for a color strip to be shown at the top of the agent dashboard when answering a queue call. See example below.



Call Recording. When enabled, this feature allows for queue calls to be recorded.

Agent Script. This feature provides the option to select an agent script to be used when answering a queue call.

• If an agent script needs to be created, click on the blue circle to add a new script.
• If an existing script needs to added, select it from the dropdown menu.
• If the selected script needs to be edited, click on the blue pencil.

Restrict Transfers. When enabled, this feature restricts transfer to only speed dial options. This means calls from this queue cannot be transferred by dialing a number or an extension. Calls can only be transferred by using the connector Speed Dial & Transfers feature.

Agent statuses declare an agent's queue availability. The following three features allow for certain statuses to be selected. Keep in mind, the statuses from these drop-down menus are the statuses from Contact Center > Agent Statuses. Each of those statuses have settings that can be configured. Ensure statuses are properly configured before making changes on this page.

Agent Ready Status. This feature allows for a "ready" status to be selected in order to receive queue calls.

Agent On Call Status. This feature allows for an "on call" status to be selected.

Agent Post Call Status. This feature allows for a "post call" (after contact has hung up & disposition is to be selected) status to be selected.

Queues are a major part of our platform and are used in various ways for inbound strategies. Properly setting up queues that meet your needs can be a critical component in achieving the desired results as part of your game plan. Take the time to map this out. If you need assistance, contact support.