Configuring
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CyCX - Configuring a Queue - The Agents Tab
The Agents tab is where the agents that will receive the calls can be assigned into the queue. A new agent can be added by clicking on the ‘Add’ button, and an existing one can be deleted
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Queue Mode – The call distribution mode. There are 5 available options on how the calls will be distributed.
Round Robin – Calls are distributed in a circular fashion.
Longest Available – The agent who has had the freest time will receive the next call.
Last New Call – Sends the call to the agent who most recently finished a call.
Shortest Available – The opposite of Longest Available.
Least Talk Time – Distributes calls to agents who have had least proportion of time on the phone.
Wrapup Time – The amount of time given to the agent after finishing a call from this queue.
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Hide Caller ID – Prevents the display of the Caller ID on the Call Window in the CyDesk Client.
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Auto-Record Mode – Forces call recording to start when the call is answered by the agent.
Auto-Answer Mode – Forces the call to be answered on the first ring.
Service Level – Sets the workflow service level of the agent from this queue. For example; set this as the time within you expect a call to be serviced, or answered. This will be referenced by the dashboard and also various reports that can tell you when and/or how many calls were handled withing the service level period set.
Auto-Record Screen – When CyRecord Interaction Recorder Network is enabled and configured, this option will auto-record the agents screen
Stop Record Screen – When CyRecord Interaction Recorder Network is enabled and configured, this option will stop recording of the agents screen
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For other Configuring a Queue Tabs see here:
Configuring CyCX - Configuring a Queue - The General Admin Tab
Configuring CyCX - Configuring a Queue - The Agents Tab
Configuring CyCX - Configuring a Queue - The Skills Tab
Configuring CyCX - Configuring a Queue - The Schedule Tab
Configuring CyCX - Configuring a Queue - The Announcements Tab
Configuring CyCX - Configuring a Queue - The Completions Tab
Configuring CyCX - Configuring a Queue - The Overflows Tab
Configuring CyCX - Configuring a Queue - The Other Tab for Specialised Customisation