QUEUE ACCESS

On the Queues screen, you can decide who is able to view and manage each queue.

Use the drop-down to select the queue you want to edit.

You can determine who has Permission to View and Permission to Manage each queue.

Permission to View: If a user can view a queue, they will see the agents currently servicing it, the callers waiting, and basic queue statistics. They can also choose to Log In to begin servicing the queue.

Permission to Manage: If a user can manage a queue, they can do everything allowed with view permissions, plus they can:

• Log out any dynamic agents (agents who log in or out of a queue; static agents are always logged in)
• Log in any user who has permission to view the queue
• Pause or unpause any agents currently servicing the queue
• Transfer callers waiting in the queue to another destination

Assign specific users or security roles the same way you did when creating the security roles.

• Add roles or users by clicking beside any security role or user on the Excluded Roles/Users list.
• Remove roles or users by clicking beside any security role or user on the Included Roles/Users list.
• Be sure to Save Changes before leaving this screen.