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Configuring and Using Workgroups and Queues

Document number: 11376

 

A workgroup is a configured collection of users. The Workgroups Page shows all the workgroups in an organization and displays the members, with status, of that workgroup.

A queue is a collection of user, workstation, or workgroup interactions. The Queues Page shows all workgroup queues for a particular member. Select a workgroup in the left window to display a list of calls currently in queue for that workgroup.

Both users and managers can monitor queues directly from the Interaction Client. In the top section of the Telephone tab, a group of notebook pages appears for all queues being monitored. One of these User queues is labeled My Calls. Depending on the access rights set up by the CIC administrator, queues other than My Calls can be monitored.

The telephone and/or computer speakers ring when a call alert appears in a monitored queue. When a call rings on a monitored queue that is not being viewed, the phone rings but the call may not appear on the Client. To differentiate among calls alerting on different queues, the CIC administrator can set different rings for each queue.

Click on one of the following links for information on:

Note: This is for managers only.



Viewing Workgroup Members and Status

Clicking on the Workgroups tab allows you to view workgroup members and their statuses.

  1. Click on the Workgroups tab of the client.

  2. Double-click on a workgroup name that appears in the upper window. Each member of the selected workgroup and his or her status is displayed in the lower window.

  3. To call a workgroup member, double-click on the member's name or right-click and choose Dial Business Phone from the menu that appears.

You can create a speed dial list for members of a particular workgroup for easy dialing in the future. Drag a workgroup's icon onto the Telephone page to convert the workgroup member list into a speed dial directory.


 

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Picking up a Call in Queue


Users can pick up a call in any queue for which security rights have been granted to them.

  1. Monitor the queue that contains the desired call.

  2. Select that call.

  3. Click Pickup to be connected to the call.

 

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Monitoring Multiple Queues

Multiple queues can be monitored simultaneously. To configure Interaction Client to monitor multiple queues:

  1. Right-click in the gray area just right of the My Calls notebook tab, and select Insert Page on the menu that appears.  The Pages dialog box lists the queues that can be monitored.

  2. Select a queue to monitor, and click on Add or Delete; or double-click on a queue in the Add column to add it, or double-click on a queue in the Delete column to delete it.

  3. Click on OK.  An additional notebook page appears for each queue monitored.

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Viewing Queued Call Details

You can view call details for each queue you monitor. To view queue details:

  1. Click on the Interaction Client Notebook tab containing the type of queue you need to monitor.

  2. Select from among the User, Queues, Lines or Stations tabs.

  3. Choose a specific queue from the list in the left window. The calls for that queue appear in the list in the right window.

Call details are listed below:

Note: The ability to view specific queue detail is determined by security rights assigned by the CIC administrator.

 

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Created by the PeopleSoft Knowledge Management Team.
Copyright © 2001 All rights reserved.
Created: amq 11/05/2001
Reviewed: 8/10/04

 

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