topic Re: Webex Calling Call Queue Supervisor / User in Webex Calling

Webex Calling Call Queue Supervisor / User

ackmania — Fri, 13 Jan 2023 22:01:18 GMT

Does anyone know how to actually use a call queue? I was able to create one, but I don't know how a supervisor can listen in on a trainee's call and "whisper" to the employee to coach. Also, how does an employee log in and out of a call queue when they come in and leave for the day?

Re: Webex Calling Call Queue Supervisor / User

dtibbe — Fri, 13 Jan 2023 22:17:29 GMT

For supervisor functionality see https://help.webex.com/9gshij

Agents may login using the Webex app or they may set their availability status using the ACD soft keys at their MPP

Re: Webex Calling Call Queue Supervisor / User

ackmania — Fri, 13 Jan 2023 22:37:02 GMT

Thank You! I found how to enable ACD on the desk phone and I see the documentation for the supervisors. Is there any way for a supervisor to easily see when a call queue agent is on a call or not on a call?

Re: Webex Calling Call Queue Supervisor / User

dtibbe — Fri, 13 Jan 2023 22:44:06 GMT

If they use the Webex app, they may check the agents status. If they have the agent's line as a monitored line on their MPP, they will also see the status.