Call Queue Agents and Call Center Supervisors

Adding Agents to a Call Queue

A call queue must exist before agents can be added to it. Office Managers can add agents to any queue. Call Center Supervisors can add agents to the queues they manage if Allow Adding of Agents is turned on for them (see Assigning a Call Center Supervisor to Call Queues).

Opening the Agent List

Office Managers:

1. In the Level365 web app, go to Call Queues.
2. On the queue's row, click the number in the Agents (Available) column.

Call Center Supervisors:

1. In the Level365 web app, go to Call Center.
2. Click Edit Agents next to the call queue.

In the window that opens, click Add Agent. Agents can be added by extension or by device.

Adding an Agent by Extension

1. Type the name or extension of the user to add.
2. Click the matching suggestion that appears below the field. The entry turns blue once it's selected.
3. Choose whether the agent is added online or offline.
4. Optionally, set Wrap Up Time by sliding the bar to the number of seconds the agent has between queue calls.
5. Optionally, set Max Simultaneous Calls to let the agent receive queue calls while already on a call.
6. Save the agent.

Adding an Agent by Device

Adding by device sends queue calls to one specific device instead of the user's extension. It's also how an off-net number, such as a cell phone, is added as an agent.

1. Enter the extension and select the device.
2. To add an off-net number, type the 10-digit number, then select it from the dropdown.
3. Adjust the agent's availability and device settings as needed, then save the agent.

Removing an Agent

Open the agent list for the queue and click the delete icon on the agent's row.

Agent Status

The agent list shows each agent's current status:

• Green – Online and available for a call.
• Red – Online, but currently on a call.
• Grey – Offline and not available for calls.

Agents receive queue calls only while they're online. An agent whose phone isn't registered is treated as offline. Agents assigned to more than one queue can be given a higher priority in one queue than another.

Assigning a Call Center Supervisor to Call Queues

A Call Center Supervisor manages only the queues assigned to them, along with the agents in those queues. Assign the Call Center Supervisor scope in the user's profile first, then limit the supervisor to their queues. An Office Manager or above completes these steps.

1. In the Level365 web app, go to Users and select the user with the Call Center Supervisor scope.
2. Select the user's Call Center tab.
3. Set the supervisor's permissions:
   • Show Call Queues in Navigation Bar – Shows the Call Queues page to the supervisor.
   • Allow Editing of Call Queues – Lets the supervisor change settings on their queues.
   • Allow Adding of Agents – Lets the supervisor add agents to their queues.
4. In the call queue list, set Display to Yes for each queue the supervisor manages, and No for the rest.
5. In the department list, set Display to Yes for each department the supervisor should see.
6. Click Save.

Call Center Supervisor Permissions

For more call queue and call center guides, see Call Center & Call Handling.