User guide

General Information Guide
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Integration with other applications
Interactive Visual Queue works in conjunction with Contact Center Management, Interactive
Contact Center, and Contact Center Client to enable
• Supervisors to benefit from single-point administration of extensions, agents, and other
devices
• Agents and supervisors to view queue activity and the availability of team members and
act quickly to serve callers with current resources
• Agents and supervisors to control ACD calls, agents, and queues to provide premium
service to preferred customers by ensuring priority calls are answered first
Features
Interactive Visual Queue includes the following features:
• Detailed call statistics
• Contact prioritization
• Single-point data administration
• Integrated agent control
• Integrated real-time presence
• Ability to send a call in queue to a specific dialable number
Detailed call statistics
Using Interactive Visual Queue, agents and supervisors have access to the following
information:
• Position (#)—the answer position relative to other calls in the queue
• Caller Number—the originating phone number of the call
• Caller Name—the name associated with the phone number (if available)
• Priority—the priority of the call in the queue (the lower the number, the higher the priority)
• Time Offered to Queue—the time the call entered the current queue
• Time in Queue—the call's total time in the current queue
• Time Offered to System—the time the call first entered the system
• Time in System—the call’s total time in the system
• Queue Hops—the number of times a call has changed queues
• Call ID— a unique identification number that is assigned by the telephone system to the call