The article explains how to add or edit agents in a call queue on Level365. Office Managers and Call Center Supervisors can add agents by their extension or specific device.
Navigate to Call Queues and click on Agents(Available) next to the queue
Navigate to Call Center and select Edit Agents next to the Call Queue on the front page
When the window opens, click on Add Agent
To add by extension, enter the name or extension, select the suggestion, and set parameters like wrap-up time and max simultaneous calls.
- Type in the name or extension of the user that needs to be added to the call queue. Make sure to click the suggestion that appears below to add the user so it shows blue in the field.
- An agent can be added either online of offline
- To add Wrap Up Time, slide the bar to the desired number of seconds. Max Simultaneous calls can be added to allow agents to receive calls while on the line.
To add by device, input the extension and select the device. Off-Net numbers can also be added as an Agent. Adjustments can be made for agent availability and device-specific configurations.
Off-Net Numbers can be added as Agents when you select to add agents by device. The 10 digit number needs to be typed in, then selected from the drop down below