User guide

Interactive Visual Queue
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Contact prioritization
Interactive Visual Queue provides contact prioritization, enabling the agent or supervisor to
• Move calls between queues (that are associated with different agent groups) to balance
the call load
• Move calls from low-priority queues to high-priority queues, or vice versa, to change their
answer position
• Forward calls to extensions, callback ports, voice mail ports, or other answer points
Single-point database administration
Supervisors benefit from single-point data administration. Because Interactive Visual Queue is
automatically updated with any database changes, agents always have the latest information
at hand.
Integrated agent control
Interactive Visual Queue and Interactive Contact Center provide integrated control of ACD calls,
agents, and queues. A supervisor can temporarily place agents in Make Busy or Do Not Disturb,
or place queues in Do Not Disturb to enable priority calls to be answered first.
Using Interactive Visual Queue, agents can readily control their availability and inform other
agents of their whereabouts with Make Busy Reason codes. Agents can log on and off, place
themselves in and remove themselves from Do Not Disturb, and select Make Busy Reason
codes.
Integrated real-time presence
Interactive Visual Queue and Contact Center Client share the same user interface. Supervisors
can view ACD queue conditions and the real-time activities of team members before
transferring calls to them.
Supervisors can create alarms to measure thresholds in the Interactive Visual Queue monitor.
For example, an alarm can be set that causes a row to change color when a call is received
from a high-priority customer.
Ability to send a call in queue to a specific dialable number
An agent can select a queued call on the Interactive Visual Queue monitor and forward it to a
specific dialable number, for example, an extension, callback port, or voice mail port. Agents
who have Contact Center Softphone can forward calls directly to their own soft phone extensions
by selecting Send to=>Me.
Figure 22 illustrates a supervisor transferring a queued call to an extension in Interactive Visual
Queue.