Call Center - Queue Agents

This page displays the list of your agents and their activity status on the call queues. It enables you to quickly view and manage the extensions logged on the call queues and the activity status of each logged extension (on call, idle or on pause).

From the Call Center > Agents page on the Web Portal, you can:

Refresh Statuses of Agents

To view the current status of the queue agents, refresh the list of your agents and their activity status on the call queues by clicking on the  Refresh button

Logging Extensions in or out of a Queue

To log an extension in or out of a queue:

  • Go the Call Center > Agents.
  • To change the log in status of an extension:
    • Click on the icon indicating the login status of the extension you want to modify in the Login column. 
    • A popup window will ask you to confirm the change. Click OK to change the status of the agent.
  • To change the log status of multiple extensions:
    • Select the extensions whose status you would like to change. 
    • Click on the Change button. 
    • A popup window will ask you to confirm the change. Click OK to change the status of the agent.

Changing the Statuses of Queue Agents

To change the status of queue agents:
  • Go the Call Center > Agents.
  • Click on the icon indicating the status of the agent you want to modify (either for on pause or for idle) in the Status column. You cannot change the status of an agent if he/she is in a call .
  • A popup window will ask you to confirm the change. Click OK to change the status of the agent.

Export Queue Agents to CSV File

To export queue agents to a CSV file:
  • Click Call Center > Agents in the main menu.
  • Select the queue agents to export:
    • One or several queue agents: Check the box next to the name of the queue agents to export.
    • All queue agents: Check the box at the top of the table next to the Name header. All queue agents will automatically be selected.
  • Click the CSV button.
  • The CSV will be downloaded to your computer. By default the file will be named Agents.csv.

Export Queue Agents to a PDF File

To export queue agents to a PDF document:
  • Click Call Center > Agents in the main menu.
  • Select the call queues to export:
    • One or several queue agents: Check the box next to the name of the queue agents to export.
    • All queue agents: Check the box at the top of the table next to the Name header. All queue agents will automatically be selected.
  • Click the PDF button.
  • The PDF will be downloaded to your computer. By default the file will be named Agents.pdf.