| Assign an agent to a queue |
– |
X |
X |
| Move an agent to another queue |
– |
X |
X |
| Remove an agent from the queue |
– |
X |
X |
| Change the status of an agent |
– |
X |
X |
| Display / hide the agent binding list |
Assigned queues |
All queues |
All queues |
| Edit an agent assignment |
– |
X |
X |
| Display list of Contact Center calls |
Assigned queues |
All queues |
All queues |
| Activate myAgent screen pop automatically for alarms |
– |
X |
X |
| Activate alarm tone |
– |
X |
X |
| Display wallboard |
Assigned queues |
All queues |
All queues |
| Display the Grade of Service graph |
Assigned queues |
All queues |
All queues |
| Display the Average Times graph |
Assigned queues |
All queues |
All queues |
| Move call to first position in a queue |
– |
X |
X |
| Record a call |
Current call |
All calls |
All calls |
| Save recording of call as WAV file or send as WAV file by email |
– |
X |
X |
| Save fax as file or send by email |
– |
X |
X |
| Save email as EML file or send as EML file by email. |
– |
X |
X |
| Call Supervision (country dependent) |
– |
X |
X |
| Overriding a Call |
– |
X |
X |
| Accept a request for assistance |
– |
X |
X |
| Create reports |
– |
X |
X |
| Open WBM |
– |
X |
X |