Supervisor View - Queue Control

Accessing Calls in Queue

1. On the left-hand side, click the upward arrow to expand the menu.
2. Select Supervisor View.
3. In the top-right corner, click View Calls in Queue.

This will display all existing queues/skills. If multiple queues are active at the same time, you can select individual skills to view them separately.

Viewing Queue Details

For each call in queue, you will see:

• The external number of the caller
• The current wait time
• The caller's position in queue (e.g., #1, #5, #7)

Transferring Calls from the Queue

You have three transfer options for any call in queue:

Transfer to Agent

Select an agent from the dropdown list to send the call directly to them.

Transfer to Skill

Select a specific skill/queue from the dropdown to redirect the call.

Transfer to a Dialable Number

Manually enter any number to transfer the call. This can be a voicemail box, an external number, or an internal extension. Simply type the number into the field and initiate the transfer.

Managing Queue Priority

You can adjust a caller's position in the queue by bumping them to the top of the queue for immediate handling.

Example use case: A VIP customer is waiting at position #7 in the queue. You can bump them to the top and transfer the call directly to a personal line (e.g., a cell phone) to ensure they receive immediate attention.