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Agents and Automated Call Distributor Queue Settings

If agents receive voice calls through ACD queues, then one or more ACD queues can be associated with the agent using the Agent General Profile view.

NOTE:  If you are not defining ACD queues, then this topic does not apply.

One or more ACD queues can be designated as primary for the agent. The Log In and Log Out buttons on the communications toolbar log an agent into or out of all primary ACD queues. Automatic login and logout functions can also be used.

In the User Preferences screen, an agent can selectively log in to or out of any of the associated queues, including those not designated as primary. For more information, see Setting Communications User Preferences and see Configuring Communications Login and Logout. For information about setting ACD queue values, see also Configuring Communications List of Values Types.

This topic is part of Specifying Agents.