User guide

Interactive Visual Queue
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Introduction
This section provides an overview of Interactive Visual Queue and how it works. For more
information, refer to the following topics.
• Overview
• Benefits
•Features
Overview
Interactive Visual Queue, included in Contact Center Enterprise Edition Advanced Starter Pack
or greater, works in conjunction with Mitel Contact Center Management and Interactive Contact
Center to enable supervisors and agents to monitor calls within queues and then move calls
from busy queues to less active queues using a drag-and-drop operation.
Benefits
Interactive Visual Queue enables supervisors and agents to see caller-associated information,
redirect calls between queues, and enjoy the benefits of integration with other applications.
Detailed caller information
Detailed information for each call enables supervisors and agents to
• Identify key customers and ensure that these priority calls are answered in a timely manner
• View the priority and answer positions of calls
• Track the number of times a call has changed queues
• Identify callers who have been waiting in the system or in the current queue for an extended
period of time
Call redirection
Calls can be moved between queues in two ways. You can configure queue settings on the
telephone system to automatically move a call from one queue to another after a specific
duration or you can manually redirect a call from a queue to another queue or a dialable number.
Controlling calls enables supervisors to:
• Minimize caller wait time
• Ensure that priority calls are answered first
• Provide an immediate response to changing call volumes
• Disperse calls effectively