Working with Queues as an Agent
Last modified by colinw on 2021/09/09 20:56
iSymphony provides powerful graphical features to allow agents to log themselves into and out of queues, pause and unpause themselves, and set their penalty for skills-based routing. On this page you can find guides for performing all of these tasks, and more.
The Queue Action
iSymphony provides a queue action that can perform all of the actions required for an agent, without giving them access to the queue widget. This action appears at the top of iSymphony, along with other actions, so is easily accessible from the panel any time.
Logging Into a Queue
To log into a queue as an agent:
- Open the queue action.
- Select your extension on the left side of the queue action window, if you have multiple extensions. Your current default extension will be pre-selected, so if you want to log in with your default extension, you can skip this step.
- Select the appropriate queue on the right side of the queue action window.
- Click the Login button at the bottom of the right side of the queue action window. If you have permission to, your extension will be logged into the queue and ready to start taking calls.
Pausing or Unpausing Yourself
Once you're logged into a queue and taking calls, you can pause or unpause yourself in the queue:
- Open the queue action.
- Select the extension that's logged into the queue on the left side of the queue action window, if you have multiple extensions.
- Select the appropriate queue on the right side of the queue action window.
- Click the