How a contact center manager can process queue elements

The contact center manager can actively manage a contact center by taking queue elements, removing processed elements from queues or returning elements to queues.

How to take an element as an agent

A contact center manager can process queue elements as an agent. To take a queue element, select a corresponding record in the [Queues] view and click the [Take it] button. The only difference is that the contact center manager can take any element from any queue, including the processed elements.

How to change queue element status

To change the queue element status manually, select the item in the [Queues] section list, then select the [Assign status] option from the [Actions] menu. In the lookup, select the required status: In the lookup, select the required status:

• To remove the item from the queue, select the "Processed" status.

• To return the item to the queue, select the "Not processed" status. An agent assigned to that item can take it again from the home page.

How to delete an element from the queue

To delete an element from the queue, select it in the [Queues] section list and click the [Delete] button.

Attention

When deleting a queue element, the item that is connected to the current item (for example, an item in the [Cases] section) will not be deleted and can be returned to the queue again.

See also

•Processing cases from a regular queue in the home page.