Agent work load management

The contact center or support team supervisor can use the [Queues] section to control the queue elements handling.

Here you can view all cases and other queue elements:

• You can monitor the work of the contact center on-line. When monitoring the content of all queues in one list, a contact center supervisor can view the number of cases or outgoing calls or elements that are already in progress.

• Track the selected queues performance and control the workload of particular agents using the quick filters.

• Due to the similar queue element sorting, as well as in agent desktop agent page, the supervisor can identify which queue elements are going to be processed.

• Distribute the current workload between the agents by assigning the agents to specific queue elements. Involve additional agents to work with the queues. Delegate cases from one agent to the other or cancel handling the case by a particular agent.

• Join the contact center team: take cases and other queue elements, return the elements that were closed incorrectly back to the corresponding queues, manually close the queue elements that do not require processing.

Note

Any user who has access to the [Queues] section can perform all operations as the contact center manager.

Contents

•Monitoring a contact center

•How to control particular queue progress

•How to control current workload of an agent

•How to plan agent workload

•How to coordinate the agent work

•How a contact center manager can process queue elements

See also

•Agent desktop overview

•Managing records displayed in the agent desktop via regular and blind queues

•Sorting records on the agent desktop

•Processing casesapplications from a regular queue in the agent desktop.

•Processing casesapplications from a blind queue in the agent desktop

•The [Agent desktop] section