This article will show you how to edit an agent's queue status
You will learn how to add agents to a queue
You will learn how to view agent statistics
You will learn how to listen to an active call
Productivity is never an accident...
Paul J. Meyer, who was considered the founder of the Self-Improvement industry once said, "Productivity is never an accident. It is always the result of a commitment to excellence, intelligent planning, and focused effort." This sums up perfectly the feeling you get when monitoring and altering agents and call queues in the system. Things can change and they can change fast. Being able to adapt quickly with decisive intentionality is a key trait at the heart of any good Office Manager. The content in this article is dedicated to equipping you to be able to do that.
What Do I Click?
Editing Agent Status
Click the Call Center icon → Click the Edit Agent icon → select Edit on the agent of choice → Use the Status drop-down to switch offline/online. Other settings can be altered as well such as their ring position and priority in a Linear Hunt. Click Save.
Adding an Agent
Click the Call Center icon → Click the Edit Agent icon → Click Add Agent at the bottom → Enter the name/extension in the first field → Adjust the settings as needed → Click Save.
Please note that multiple agents can be added at the same time, however, their personal queue settings would need to be edited individually.
Editing Queues
Click the Call Center icon → Click the Edit Queue icon → You can edit the Basic settings, Pre-Queue settings, In Queue settings, and SMS options as well. Once done, click Save.
Viewing Agent Statistics
Click the Call Center icon → Note the Agent Box at the bottom right of the page. Use the Sorting drop-down menu to sort by Online, Extension, Last Name, First Name. Hovering over their name will reveal their extension.
While hovering, click the Statistics icon to get stats on that user's activity. You'll see their overall Call & Talk Time related stats, as well as bar graphs their calls per hour over the last 24 hours, their calls per day for the last 10 days, and a circle graph on the origin of those calls.
Listening to an Agent's Call
Click the Call Center icon → Note the Agent Box at the bottom right of the page → Hover over an agent who is showing in red → Click the listen icon to listen in on the call.
Still need more assistance?
Contact our support team of Customer Success Managers either by sending us an email to support@ringfree.com or give us a call at 828-575-0030, then press Option 2 and we will be glad to assist you further.