{"id":885,"date":"2024-08-15T19:45:50","date_gmt":"2024-08-15T19:45:50","guid":{"rendered":"https:\/\/support.smartcitytelecom.com\/?post_type=ht_kb&#038;p=885"},"modified":"2024-08-15T19:45:51","modified_gmt":"2024-08-15T19:45:51","slug":"working-with-agent-call-queues","status":"publish","type":"ht_kb","link":"https:\/\/smartcitynetworks.com\/hvsupport\/article\/working-with-agent-call-queues\/","title":{"rendered":"Working with Agent Call Queues"},"content":{"rendered":"\n<p class=\"wp-block-paragraph\">The MY QUEUES section of the Call Center Agent dashboard displays a list of Call Queues to which an agent is currently assigned. Use this section to see important activity details for each queue and to log in and out of individual queues.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><a>Viewing Agent Call Queues<\/a><\/p>\n\n\n\n<figure class=\"wp-block-image size-full\"><img loading=\"lazy\" decoding=\"async\" width=\"848\" height=\"179\" src=\"https:\/\/smartcitynetworks.com\/hvsupport\/wp-content\/uploads\/2024\/08\/View-call-Q.png\" alt=\"\" class=\"wp-image-886\" srcset=\"https:\/\/smartcitynetworks.com\/hvsupport\/wp-content\/uploads\/2024\/08\/View-call-Q.png 848w, https:\/\/smartcitynetworks.com\/hvsupport\/wp-content\/uploads\/2024\/08\/View-call-Q-300x63.png 300w, https:\/\/smartcitynetworks.com\/hvsupport\/wp-content\/uploads\/2024\/08\/View-call-Q-768x162.png 768w, https:\/\/smartcitynetworks.com\/hvsupport\/wp-content\/uploads\/2024\/08\/View-call-Q-50x11.png 50w, https:\/\/smartcitynetworks.com\/hvsupport\/wp-content\/uploads\/2024\/08\/View-call-Q-60x13.png 60w, https:\/\/smartcitynetworks.com\/hvsupport\/wp-content\/uploads\/2024\/08\/View-call-Q-100x21.png 100w\" sizes=\"auto, (max-width: 848px) 100vw, 848px\" \/><\/figure>\n\n\n\n<p class=\"wp-block-paragraph\">You can view the current availability status for each assigned queue. This information is indicated by a colored circle next to each call queue name.<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Green circle<\/strong> = Indicates an agent is available for calls in the queue.<\/li>\n\n\n\n<li><strong>Red circle <\/strong>= Indicates an agent is unavailable for calls in the queue. An agent may be unavailable because they are already on an active call, or because their agent status is not set to \u2018Online.\u2019<\/li>\n<\/ul>\n\n\n\n<p class=\"wp-block-paragraph\">The following table describes each column in the MY QUEUES section<\/p>\n\n\n\n<figure class=\"wp-block-image size-full\"><img loading=\"lazy\" decoding=\"async\" width=\"911\" height=\"457\" src=\"https:\/\/smartcitynetworks.com\/hvsupport\/wp-content\/uploads\/2024\/08\/My-Q.png\" alt=\"\" class=\"wp-image-887\" srcset=\"https:\/\/smartcitynetworks.com\/hvsupport\/wp-content\/uploads\/2024\/08\/My-Q.png 911w, https:\/\/smartcitynetworks.com\/hvsupport\/wp-content\/uploads\/2024\/08\/My-Q-300x150.png 300w, https:\/\/smartcitynetworks.com\/hvsupport\/wp-content\/uploads\/2024\/08\/My-Q-768x385.png 768w, https:\/\/smartcitynetworks.com\/hvsupport\/wp-content\/uploads\/2024\/08\/My-Q-50x25.png 50w, https:\/\/smartcitynetworks.com\/hvsupport\/wp-content\/uploads\/2024\/08\/My-Q-60x30.png 60w, https:\/\/smartcitynetworks.com\/hvsupport\/wp-content\/uploads\/2024\/08\/My-Q-100x50.png 100w\" sizes=\"auto, (max-width: 911px) 100vw, 911px\" \/><\/figure>\n\n\n\n<figure class=\"wp-block-image size-full\"><img loading=\"lazy\" decoding=\"async\" width=\"912\" height=\"164\" src=\"https:\/\/smartcitynetworks.com\/hvsupport\/wp-content\/uploads\/2024\/08\/My-Q-2.png\" alt=\"\" class=\"wp-image-888\" srcset=\"https:\/\/smartcitynetworks.com\/hvsupport\/wp-content\/uploads\/2024\/08\/My-Q-2.png 912w, https:\/\/smartcitynetworks.com\/hvsupport\/wp-content\/uploads\/2024\/08\/My-Q-2-300x54.png 300w, https:\/\/smartcitynetworks.com\/hvsupport\/wp-content\/uploads\/2024\/08\/My-Q-2-768x138.png 768w, https:\/\/smartcitynetworks.com\/hvsupport\/wp-content\/uploads\/2024\/08\/My-Q-2-50x9.png 50w, https:\/\/smartcitynetworks.com\/hvsupport\/wp-content\/uploads\/2024\/08\/My-Q-2-60x11.png 60w, https:\/\/smartcitynetworks.com\/hvsupport\/wp-content\/uploads\/2024\/08\/My-Q-2-100x18.png 100w\" sizes=\"auto, (max-width: 912px) 100vw, 912px\" \/><\/figure>\n\n\n\n<p class=\"wp-block-paragraph\"><a>Logging In and Out of Individual Call Queues<\/a><\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Call Center agents in multiple queues can log in and out of individual call queues assigned to them.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">To log out of a queue:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Click on the <strong>Login\/Logout <\/strong>button<\/li>\n<\/ul>\n\n\n\n<figure class=\"wp-block-image size-full\"><img loading=\"lazy\" decoding=\"async\" width=\"779\" height=\"158\" src=\"https:\/\/smartcitynetworks.com\/hvsupport\/wp-content\/uploads\/2024\/08\/My-Q-3.png\" alt=\"\" class=\"wp-image-889\" srcset=\"https:\/\/smartcitynetworks.com\/hvsupport\/wp-content\/uploads\/2024\/08\/My-Q-3.png 779w, https:\/\/smartcitynetworks.com\/hvsupport\/wp-content\/uploads\/2024\/08\/My-Q-3-300x61.png 300w, https:\/\/smartcitynetworks.com\/hvsupport\/wp-content\/uploads\/2024\/08\/My-Q-3-768x156.png 768w, https:\/\/smartcitynetworks.com\/hvsupport\/wp-content\/uploads\/2024\/08\/My-Q-3-50x10.png 50w, https:\/\/smartcitynetworks.com\/hvsupport\/wp-content\/uploads\/2024\/08\/My-Q-3-60x12.png 60w, https:\/\/smartcitynetworks.com\/hvsupport\/wp-content\/uploads\/2024\/08\/My-Q-3-100x20.png 100w\" sizes=\"auto, (max-width: 779px) 100vw, 779px\" \/><\/figure>\n\n\n\n<p class=\"wp-block-paragraph\">Within a few seconds, the system will log you out of that specific call queue, and you are no longer available to answer calls in that queue. Once you are logged out, the indicator circle turns red.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>NOTE:<\/strong> After you click Login\/Logout, all call queues may become unavailable for a few seconds. This is because the system is processing and will redisplay with the correct status.<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>To log back into a specific queue, press the same <strong>Login\/Logout <\/strong>button.<\/li>\n<\/ul>\n\n\n\n<figure class=\"wp-block-image size-full\"><img loading=\"lazy\" decoding=\"async\" width=\"782\" height=\"164\" src=\"https:\/\/smartcitynetworks.com\/hvsupport\/wp-content\/uploads\/2024\/08\/My-Q-4.png\" alt=\"\" class=\"wp-image-890\" srcset=\"https:\/\/smartcitynetworks.com\/hvsupport\/wp-content\/uploads\/2024\/08\/My-Q-4.png 782w, https:\/\/smartcitynetworks.com\/hvsupport\/wp-content\/uploads\/2024\/08\/My-Q-4-300x63.png 300w, https:\/\/smartcitynetworks.com\/hvsupport\/wp-content\/uploads\/2024\/08\/My-Q-4-768x161.png 768w, https:\/\/smartcitynetworks.com\/hvsupport\/wp-content\/uploads\/2024\/08\/My-Q-4-50x10.png 50w, https:\/\/smartcitynetworks.com\/hvsupport\/wp-content\/uploads\/2024\/08\/My-Q-4-60x13.png 60w, https:\/\/smartcitynetworks.com\/hvsupport\/wp-content\/uploads\/2024\/08\/My-Q-4-100x21.png 100w\" sizes=\"auto, (max-width: 782px) 100vw, 782px\" \/><\/figure>\n\n\n\n<p class=\"wp-block-paragraph\">Once you are logged in, the indicator circle turns green, and you are now available to answer calls in that queue.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>The MY QUEUES section of the Call Center Agent dashboard displays a list of Call Queues to which an agent is currently assigned. Use this section to see important activity details for each queue and to log in and out of individual queues. Viewing Agent Call Queues You can view&#8230;<\/p>\n","protected":false},"author":1,"comment_status":"closed","ping_status":"closed","template":"","format":"standard","meta":{"footnotes":""},"ht-kb-category":[25],"ht-kb-tag":[282,284,283],"class_list":["post-885","ht_kb","type-ht_kb","status-publish","format-standard","hentry","ht_kb_category-call-center-user-guide","ht_kb_tag-agent-call-queues","ht_kb_tag-agent-queues","ht_kb_tag-my-queues"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.8 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Working with Agent Call Queues - Smart City Networks Support<\/title>\n<meta name=\"description\" content=\"Learn how to work with agent call queues. Follow our guide to manage and optimize call routing for agents in your organization.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/smartcitynetworks.com\/hvsupport\/knowledge-base\/working-with-agent-call-queues\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Working with Agent Call Queues - Smart City Networks Support\" \/>\n<meta property=\"og:description\" content=\"Learn how to work with agent call queues. Follow our guide to manage and optimize call routing for agents in your organization.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/smartcitynetworks.com\/hvsupport\/knowledge-base\/working-with-agent-call-queues\/\" \/>\n<meta property=\"og:site_name\" content=\"Smart City Networks Support\" \/>\n<meta property=\"article:modified_time\" content=\"2024-08-15T19:45:51+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/smartcitynetworks.com\/hvsupport\/wp-content\/uploads\/2024\/08\/View-call-Q.png\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:label1\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data1\" content=\"3 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\\\/\\\/schema.org\",\"@graph\":[{\"@type\":\"WebPage\",\"@id\":\"https:\\\/\\\/smartcitynetworks.com\\\/hvsupport\\\/knowledge-base\\\/working-with-agent-call-queues\\\/\",\"url\":\"https:\\\/\\\/smartcitynetworks.com\\\/hvsupport\\\/knowledge-base\\\/working-with-agent-call-queues\\\/\",\"name\":\"Working with Agent Call Queues - Smart City Networks Support\",\"isPartOf\":{\"@id\":\"https:\\\/\\\/smartcitynetworks.com\\\/hvsupport\\\/#website\"},\"primaryImageOfPage\":{\"@id\":\"https:\\\/\\\/smartcitynetworks.com\\\/hvsupport\\\/knowledge-base\\\/working-with-agent-call-queues\\\/#primaryimage\"},\"image\":{\"@id\":\"https:\\\/\\\/smartcitynetworks.com\\\/hvsupport\\\/knowledge-base\\\/working-with-agent-call-queues\\\/#primaryimage\"},\"thumbnailUrl\":\"https:\\\/\\\/smartcitynetworks.com\\\/hvsupport\\\/wp-content\\\/uploads\\\/2024\\\/08\\\/View-call-Q.png\",\"datePublished\":\"2024-08-15T19:45:50+00:00\",\"dateModified\":\"2024-08-15T19:45:51+00:00\",\"description\":\"Learn how to work with agent call queues. Follow our guide to manage and optimize call routing for agents in your organization.\",\"breadcrumb\":{\"@id\":\"https:\\\/\\\/smartcitynetworks.com\\\/hvsupport\\\/knowledge-base\\\/working-with-agent-call-queues\\\/#breadcrumb\"},\"inLanguage\":\"en-US\",\"potentialAction\":[{\"@type\":\"ReadAction\",\"target\":[\"https:\\\/\\\/smartcitynetworks.com\\\/hvsupport\\\/knowledge-base\\\/working-with-agent-call-queues\\\/\"]}]},{\"@type\":\"ImageObject\",\"inLanguage\":\"en-US\",\"@id\":\"https:\\\/\\\/smartcitynetworks.com\\\/hvsupport\\\/knowledge-base\\\/working-with-agent-call-queues\\\/#primaryimage\",\"url\":\"https:\\\/\\\/smartcitynetworks.com\\\/hvsupport\\\/wp-content\\\/uploads\\\/2024\\\/08\\\/View-call-Q.png\",\"contentUrl\":\"https:\\\/\\\/smartcitynetworks.com\\\/hvsupport\\\/wp-content\\\/uploads\\\/2024\\\/08\\\/View-call-Q.png\",\"width\":848,\"height\":179},{\"@type\":\"BreadcrumbList\",\"@id\":\"https:\\\/\\\/smartcitynetworks.com\\\/hvsupport\\\/knowledge-base\\\/working-with-agent-call-queues\\\/#breadcrumb\",\"itemListElement\":[{\"@type\":\"ListItem\",\"position\":1,\"name\":\"Home\",\"item\":\"https:\\\/\\\/smartcitynetworks.com\\\/hvsupport\\\/\"},{\"@type\":\"ListItem\",\"position\":2,\"name\":\"Articles\",\"item\":\"https:\\\/\\\/smartcitynetworks.com\\\/hvsupport\\\/knowledge-base\\\/\"},{\"@type\":\"ListItem\",\"position\":3,\"name\":\"Working with Agent Call Queues\"}]},{\"@type\":\"WebSite\",\"@id\":\"https:\\\/\\\/smartcitynetworks.com\\\/hvsupport\\\/#website\",\"url\":\"https:\\\/\\\/smartcitynetworks.com\\\/hvsupport\\\/\",\"name\":\"Smart City Networks Support\",\"description\":\"Smart City Networks Support\",\"potentialAction\":[{\"@type\":\"SearchAction\",\"target\":{\"@type\":\"EntryPoint\",\"urlTemplate\":\"https:\\\/\\\/smartcitynetworks.com\\\/hvsupport\\\/?s={search_term_string}\"},\"query-input\":{\"@type\":\"PropertyValueSpecification\",\"valueRequired\":true,\"valueName\":\"search_term_string\"}}],\"inLanguage\":\"en-US\"}]}<\/script>\n<!-- \/ Yoast SEO plugin. -->","yoast_head_json":{"title":"Working with Agent Call Queues - Smart City Networks Support","description":"Learn how to work with agent call queues. Follow our guide to manage and optimize call routing for agents in your organization.","robots":{"index":"index","follow":"follow","max-snippet":"max-snippet:-1","max-image-preview":"max-image-preview:large","max-video-preview":"max-video-preview:-1"},"canonical":"https:\/\/smartcitynetworks.com\/hvsupport\/knowledge-base\/working-with-agent-call-queues\/","og_locale":"en_US","og_type":"article","og_title":"Working with Agent Call Queues - Smart City Networks Support","og_description":"Learn how to work with agent call queues. Follow our guide to manage and optimize call routing for agents in your organization.","og_url":"https:\/\/smartcitynetworks.com\/hvsupport\/knowledge-base\/working-with-agent-call-queues\/","og_site_name":"Smart City Networks Support","article_modified_time":"2024-08-15T19:45:51+00:00","og_image":[{"url":"https:\/\/smartcitynetworks.com\/hvsupport\/wp-content\/uploads\/2024\/08\/View-call-Q.png","type":"","width":"","height":""}],"twitter_card":"summary_large_image","twitter_misc":{"Est. reading time":"3 minutes"},"schema":{"@context":"https:\/\/schema.org","@graph":[{"@type":"WebPage","@id":"https:\/\/smartcitynetworks.com\/hvsupport\/knowledge-base\/working-with-agent-call-queues\/","url":"https:\/\/smartcitynetworks.com\/hvsupport\/knowledge-base\/working-with-agent-call-queues\/","name":"Working with Agent Call Queues - Smart City Networks Support","isPartOf":{"@id":"https:\/\/smartcitynetworks.com\/hvsupport\/#website"},"primaryImageOfPage":{"@id":"https:\/\/smartcitynetworks.com\/hvsupport\/knowledge-base\/working-with-agent-call-queues\/#primaryimage"},"image":{"@id":"https:\/\/smartcitynetworks.com\/hvsupport\/knowledge-base\/working-with-agent-call-queues\/#primaryimage"},"thumbnailUrl":"https:\/\/smartcitynetworks.com\/hvsupport\/wp-content\/uploads\/2024\/08\/View-call-Q.png","datePublished":"2024-08-15T19:45:50+00:00","dateModified":"2024-08-15T19:45:51+00:00","description":"Learn how to work with agent call queues. Follow our guide to manage and optimize call routing for agents in your organization.","breadcrumb":{"@id":"https:\/\/smartcitynetworks.com\/hvsupport\/knowledge-base\/working-with-agent-call-queues\/#breadcrumb"},"inLanguage":"en-US","potentialAction":[{"@type":"ReadAction","target":["https:\/\/smartcitynetworks.com\/hvsupport\/knowledge-base\/working-with-agent-call-queues\/"]}]},{"@type":"ImageObject","inLanguage":"en-US","@id":"https:\/\/smartcitynetworks.com\/hvsupport\/knowledge-base\/working-with-agent-call-queues\/#primaryimage","url":"https:\/\/smartcitynetworks.com\/hvsupport\/wp-content\/uploads\/2024\/08\/View-call-Q.png","contentUrl":"https:\/\/smartcitynetworks.com\/hvsupport\/wp-content\/uploads\/2024\/08\/View-call-Q.png","width":848,"height":179},{"@type":"BreadcrumbList","@id":"https:\/\/smartcitynetworks.com\/hvsupport\/knowledge-base\/working-with-agent-call-queues\/#breadcrumb","itemListElement":[{"@type":"ListItem","position":1,"name":"Home","item":"https:\/\/smartcitynetworks.com\/hvsupport\/"},{"@type":"ListItem","position":2,"name":"Articles","item":"https:\/\/smartcitynetworks.com\/hvsupport\/knowledge-base\/"},{"@type":"ListItem","position":3,"name":"Working with Agent Call Queues"}]},{"@type":"WebSite","@id":"https:\/\/smartcitynetworks.com\/hvsupport\/#website","url":"https:\/\/smartcitynetworks.com\/hvsupport\/","name":"Smart City Networks Support","description":"Smart City Networks Support","potentialAction":[{"@type":"SearchAction","target":{"@type":"EntryPoint","urlTemplate":"https:\/\/smartcitynetworks.com\/hvsupport\/?s={search_term_string}"},"query-input":{"@type":"PropertyValueSpecification","valueRequired":true,"valueName":"search_term_string"}}],"inLanguage":"en-US"}]}},"_links":{"self":[{"href":"https:\/\/smartcitynetworks.com\/hvsupport\/wp-json\/wp\/v2\/ht-kb\/885","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/smartcitynetworks.com\/hvsupport\/wp-json\/wp\/v2\/ht-kb"}],"about":[{"href":"https:\/\/smartcitynetworks.com\/hvsupport\/wp-json\/wp\/v2\/types\/ht_kb"}],"author":[{"embeddable":true,"href":"https:\/\/smartcitynetworks.com\/hvsupport\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/smartcitynetworks.com\/hvsupport\/wp-json\/wp\/v2\/comments?post=885"}],"version-history":[{"count":1,"href":"https:\/\/smartcitynetworks.com\/hvsupport\/wp-json\/wp\/v2\/ht-kb\/885\/revisions"}],"predecessor-version":[{"id":891,"href":"https:\/\/smartcitynetworks.com\/hvsupport\/wp-json\/wp\/v2\/ht-kb\/885\/revisions\/891"}],"wp:attachment":[{"href":"https:\/\/smartcitynetworks.com\/hvsupport\/wp-json\/wp\/v2\/media?parent=885"}],"wp:term":[{"taxonomy":"ht_kb_category","embeddable":true,"href":"https:\/\/smartcitynetworks.com\/hvsupport\/wp-json\/wp\/v2\/ht-kb-category?post=885"},{"taxonomy":"ht_kb_tag","embeddable":true,"href":"https:\/\/smartcitynetworks.com\/hvsupport\/wp-json\/wp\/v2\/ht-kb-tag?post=885"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}