Overview #

Customer support agents and managers can use the call centre app to create different call queues that define how calls are routed when a customer calls in.

Key Features

Queue setup | Queue routing | Manage agents | Queue manager

Access Call Centre

1. Log in to Hosted PBX.
2. Select Call Centre from the Your Apps page.

note

If you can't see Call Centre in "Your Apps", go to the App Exchange and select it from all applications. Use the slider to enable it and click save. If you cannot select it, contact support.

From the dashboard you review real-time call centre activities for the current session on each call centre queue. Agents can login and out of the queue from the call centre app, see Agents. Managers can manage active queues or create queues. For more information about setting up and managing queues.

Summary of permissions

There are three levels of permissions in Call Centre that determine what you can view and what actions you can take within the application.

• Admins: administrators on the whole account can see everything, even if they aren't members of any queues.
• Agents: can see the queues that they are members of, but when they open them they can only see their own status.
• Managers: People who are managers of a queue can see the status of everyone in that queue.