Manage an Agent's Status in a Queue

Queue managers can adjust the availability of the agents they oversee without touching each agent’s device. A queue is the ordered list of agents that incoming calls are distributed to. From the Queue Panel you can bring an agent into a queue, take them out, pause them so calls skip over them, and put them back in rotation. This page walks through each action.

Before you begin

A few conditions must be met before you can change another agent’s state:

• The account performing the change must be a queue manager. Regular agents cannot alter one another’s status.
• Your system administrator must have granted you the Switch group members’ presence permission.

Caution

Without the Switch group members’ presence permission, the status controls described below will be hidden or greyed out and you will not be able to change anyone’s state. If the options do not appear, ask your system administrator to grant this permission before continuing.

Log an agent in to a queue

Use this to place a logged-out agent back into the queue so they begin receiving calls again.

1. Open the Cloud Voice App and navigate to Call Center Console > Queue Panel.

2. In the Agent panel, move your pointer over the agent who is currently logged out.

   

   a. Select the agent’s current status.

   b. Choose Log In.

Log an agent out of a queue

Removing an agent from the queue stops new calls from being routed to them.

Note

Static agents are permanently assigned to their queue and cannot be logged out. If the Log Out option is missing for an agent, they are configured as a static agent.

1. Open the Cloud Voice App and navigate to Call Center Console > Queue Panel.

2. In the Agent panel, move your pointer over the agent who is currently logged in.

   

   a. Select the agent’s current status.

   b. Choose Log Out.

Pause an agent’s service

Pausing keeps an agent logged in to the queue but temporarily holds calls back, which is useful for breaks, wrap-up time, or off-phone tasks. Because the agent stays logged in, they return to service the moment you unpause them, with no need to log back in.

1. Open the Cloud Voice App and navigate to Call Center Console > Queue Panel.

2. In the Agent panel, move your pointer over the agent who is currently logged in.

   

   a. Select the agent’s current status.

   b. Choose Pause.

   c. Optionally pick an entry from the pause reason list.

Tip

Selecting a pause reason (for example, Lunch, Meeting, or Training) makes it clear to other managers why the agent is unavailable and gives you cleaner data in reports and on the wallboard. It is optional, but recommended.

While an agent is paused, the queue will not send them any calls.

Unpause an agent’s service

Bring a paused agent back so they can take queue calls once more.

1. Open the Cloud Voice App and navigate to Call Center Console > Queue Panel.

2. In the Agent panel, move your pointer over the agent you want to resume.

   

   a. Select the agent’s current status.

   b. Choose Unpause.

Once unpaused, the agent is again eligible to receive queue calls.