Supervisors and Interactive Contact Center
Using Interactive Contact Center, supervisors can
- Control the availability of agents and ACD queues
- Log agents on and off of the system
- Have agents leave their agent groups and join other agent groups. Agent groups are assigned to queues so, in this way, agents can be moved from one queue to another as needed
- Have extensions leave their Ring Groups and join other Ring Groups
- Place agents in Make Busy
- Place agents in Do Not Disturb
- Place extensions into Do Not Disturb
- Place queues in Do Not Disturb
- Cancel Work Timer
- Cancel Reseize Timer
An employee's agent can be assigned to multiple agent groups, which can be associated to multiple queues. In order to move the agent from one queue to another queue, the supervisor has the agent leave one agent group and join another agent group.
↑