Queue Panel Overview
This topic describes what you can do on Queue Panel, and the permissions of Queue Manager and Agents.
What You Can Do on Queue Panel
With an easy-to-use interface on IZT Cloud Voice Queue Panel, you can view call statistics, change agent status, manage queue calls quickly and efficiently, and manage the processing status of missed or abandoned queue calls.
- View Call Statistics:
- Observe call activities on the queue, including login, logout, pause, and un-pause.
- Manage Agent Status:
- Call Distribution: Redirect incoming calls and transfer calls.
- Call Parking: Pick up ringing calls and park the call.
- Call Monitoring: Monitor on-switch recording status.
- Agent Management: Manage agent status across queues, including but not limited to deal, dealing, and agent unavailable.
Queue Panel Permissions
What you can do on Queue Panel depends on the permissions assigned by your system administrator.
| Permission | Manager | Agent |
|---|---|---|
| Switch agent’s status | ✓ | ✗ |
| Call distribution management (Redirect, Transfer, Drag and Drop operation) | ✓ | ✗ |
| Allow for picking up or hanging up agent’s calls | ✓ | ✗ |
| Call monitoring operations (Listen, Whisper, Barge In) | ✓ | ✗ |
| Call parking operation | ✓ | ✓ |
| Switch agent’s recording status | ✓ | ✗ |
For detailed steps on getting started, refer to Access Queue Panel.