To select an Agent from a particular queue:

  1. From the Queue drop-down menu, select a Queue.
    queue
  2. Select an Agent by checking the appropriate checkbox located to the left of the Agent's name.
    agent
  3. Perform one of the following actions: Remove from Queue, Text Message, Add Agents to Queue.

Remove from Queue
To remove an Agent from queue:

  1. Check the checkbox to the left of the Agent's name to select an Agent.
  2. Click Remove from Queue.
    remove
  3. A warning will appear asking if you are sure you want to remove the selected Agent from the queue. Click OK.
    click OK
  4. The Agent is automatically signed out of the specified queue and will remain signed out for the duration of the agent's signed in session.
  5. The Agent will resume assignments to the queue upon next sign in.

    Note: You can only remove agents from queue if you have authority over them, the role or supervisory assignments of the user will decide this.

    To return to the Monitoring page, click Back to Monitor, located above the Refresh button.
    refresh button

Text Message
To send a text message to an Agent:

  1. Check the checkbox to the left of the Agent's name to select an Agent.
  2. Click Text Message.
    text message
  3. A dialog box appears.
    send text message
  4. Type a message in the space provided.
  5. Click OK.
  6. The text message is sent to the selected Agent.

    Note: This is a one-way communication, so the agent receiving the text will not be able to reply.

    To view the signed in agent listing for another queue, select a queue from the Queue drop-down menu, a list of agents that are signed into the queue appear in the Singed In Agent table.
     queue
    To return to the Monitoring page, click Back to Monitor, located above the Refresh button.
    refresh button 2

Add Agents to Queue
To add Agents to a queue, after selecting the queue you wish to add an Agent:

  1. Click Add Agents to Queue.
    add agents to queue
  2. The Add Agents to Queue dialog box appears.
  3. Check the checkbox to the left of the Agent name(s) you wish to add to the queue.
    agent names

  4. Click OK.
  5. The Agent(s) selected are now added to the queue.

    Note:
     The Agents List only displays agents who are signed in to the Contact Center Control Panel and are not yet in the selected queue. Agents are only listed for users who have the authority to add Agents to the queue. If there are no agents to add to queue or if you do not have authority, you will receive the following message, click OK.
    add agents to queue 2
    Queue assignment is not persistent. When Agents Sign Out of the Contact Center Control Panel they will resume their originally defined queue/skill assignment upon next sign in. You can only add agents from queue if you have authority over them, the role or supervisory assignments of the user will decide this.

    To view the signed in agent listing for another queue, select a queue from the Queue drop-down menu, a list of agents that are signed into the queue appear in the Singed In Agent table.
    queue drop-down
    To return to the Monitoring page, click Back to Monitor, located above the Refresh button.
    return