Specifications

ShoreWare Call Manager Manual Chapter 11: Contact Center
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Step 7 Next, click the Configure Queue Monitor button from the Contact Center
Options window. The dialog box used to configure the Queue Calls window is
similar to that shown in Figure 11-5 for configuring the Call Status window.
You should select click the desired parameters from the “Available Fields” pane
and move them to the “Selected Fields” pane on the left.
After the configuration is selected, the Queue Calls window appears, as shown
in Figure 11-6.
The Queue Monitor is similar to the Agent Call Status window in that it
provides information about incoming calls, but it is different in that it displays
information for calls that have not been answered. An additional difference is
that the Queue Calls window allows users with the proper permissions, as
defined in the Class of Service, to double-click a particular call to answer it.
Figure 11-4 Selecting parameters for display
Figure 11-5 Call status fields in the agent toolbar
Figure 11-6 Queue monitor