How to coordinate the agent work
The contact center manager can assign and reassign agents manually or cancel low priority elements.
To assign agents;
1.Go to the [Queues] section.
2.Select the queue element that must be assigned to a particular agent in the list.
3.Select the [Assign agent] option from the [Actions] menu.
4.Select an agent from the list.
The selected agent will be assigned to the queue element. The elements assigned to the agent will be displayed in the home page. for this particular agent even if the agent is not included in the team of the corresponding queue. After assigning the agent, the item will not be displayed in the home page for other agents.
To cancel assignment:
1.Go to the [Queues] section.
2.Select the element that has been assigned to an agent.
3.Select the [Clear agent] option from the [Actions] menu.
The selected element will be returned to the queue and becomes available for any agent who is included to the corresponding queue team.
See also
•Processing cases from a regular queue in the home page.
