Overview
Any Phone terminal extension can be a local agent or a remote agent for a particular queue.
The Queue Agents for Queue <extension_number> page allows you to manage both the queue's local and the remote agents. All Phone terminal extensions and remote agents that need to log in to the queue must be configured from here.
The available controls are grouped into the two sections described below.
Tools
The Tools section allows you to define the extensions and the remote agents that will be granted access to this queue:
Queue agents information
The Queue Agents Information table displays an overview of the agents already defined for the current queue, both local and remote.
You can use the specific controls to promote or to demote an agent to and from the supervisor position, to edit an agent, set its behavior or visualize a personalized report.
Change agent role
The Queue Agents Information table allows you to change a specific agent's role with a click on the Type icon:
Local queue agent: Click to set the local agent as a queue supervisor.