Step by Step

1. Drag the desired agent from his/her current queue and drop him/her to an other queue in the Agent Binding List area. The Agent Queue Binding window for this agent appears.
2. Select one of the following options:
   • If the agent is to receive calls, fax and email without regard to the load on the queue, select Primary Agent in the Type drop-down list.
   • If the agent is to receive calls, fax and email only when the queue overflows, select Overflow Agent in the Type drop-down list.
3. Select one of the following options:
   • If the agent is to be allowed to make callbacks, select the Enable agent callback check box.
   • If the agent is to be prevented from making callbacks, clear the Enable agent callback check box.
4. Enter a percentage value for the Skill Level of the agent.
   Skill levels enable you to control the distribution of calls, fax and email to agents in a queue. Agents with higher skill levels are given preference during the distribution. In cases where all agents have the same skill level, the longest idle agent receives the next call, fax or email.
5. Enter the automatic work time in seconds for the agent in this queue in the Work time field.
6. If you have selected Overflow Agent:
   1. Enter the maximum number of calls, fax and email in the Overflow after calls in queue field. Calls, fax and email that exceed this maximum number are received by an overflow agent.
   2. Enter the time after which an incoming call, fax or email should be forwarded to an overflow agent in the Overflow after seconds in queue field.
7. Click OK.