Configuring 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

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.

Agent Absent Time – The time the system allows a call to ring at the agent’s phone before it is routed to another agent and the previous agent is automatically logged out for not answering the queued call.

Absent Break Type – The break status placed to the agent when absent to answer a call into the queue.

Hide Caller ID – Prevents the display of the Caller ID on the Call Window in the CyDesk Client.

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

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