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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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 Screen recording Interaction Recorder Network is enabled and configured, this option lets you control the recording at a queue levelwill auto-record the agents screen

Stop Record Screen – When CyRecord Screen recording Interaction Recorder Network is enabled and configured, this option lets you control the recording at a queue levelwill 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