Queue Agent Settings
- Josh Daugherty (Deactivated)
The Queue Agent Settings are automatically configured based on the User Group selected. Settings that have been automatically configured will display the purple User Group tag next to the field title. For more information on User Groups navigate to Admin > Settings > User Groups.
If you want to customize the settings for a specific user, you can do so in this section. To revert back to the User Group settings, click the User Group Defaults button.
Basic Usage Information
View Last Login Time, Last Call Time, and user-specific Queue Email. This information can be beneficial for troubleshooting.
Agent Wrap Up Time In Seconds
This represents the initial amount of time an agent has after an interaction for post-call work such as notes. Agents can manually extend the wrap-up time to 30 seconds.
Call Notification
This tab allows you to utilize pop-up notifications within Google Chrome if the user is on another Chrome tab and receives an interaction.
Outbound Q
The default Outbound Q for this agent. If Outbound Q Status is enabled, dialed calls will be routed through a specific queue (rather than an extension) when using a desk phone or Connect.
Pause Settings
Toggle the ability for agents to switch their status to a “pause” state to stop receiving interactions.
Auto Pause is a greater than function. 0 indicates that the Auto Pause function is off. 1 indicates that the agent must miss more than 1 interaction. You can also adjust whether the agent pause state is updated on login/ logout.
Q Interface Options
Q Phone Tabs
This switch enables Contacts and Voicemail within the embedded Q Phone interface.
Allow Agent to Delete CP Calls
Determine whether agents can remove interactions from the queue.
Allow Agent to Toggle Recording
Select whether agents can toggle call recording on/off.
My History Tab
Determine whether the My History tab is available within the side panel for quick call annotating or callbacks.
Preview Chat
Give agents a real-time preview of a customer’s message, as they are typing.
Limited Transfer Access
Limit the queues available to an agent when using the Queue Transfer.
Other
Email Destination
If a message is sent to an agent’s Queue Email Address (e.g., 577con2329@sharpen.com), this is the queue where the email interaction will be delivered.
Auto-Close Salesforce Tabs
Toggle the ability to auto-close salesforce tabs within the Q interface.
Resource Level
Adjust the resolution & size of the Sharpen CTI window.
Queue Accessibility
Select which queues are available to this particular agent. Click the queue to move it between the Accessible and Inaccessible columns.
Auto Login
If an agent will always be logging into a given queue, you can set the auto login option here. Any time the agent logs into the Sharpen Q, the system will automatically log them into the corresponding queue.
Note: Agents can turn Accessible Queues on and off within a button on the Sharpen Q page.
Queue Agent Settings—Skills
If you’ve previously created Q Skills (Admin > Configuration > Q Skills), you can assign them to an agent here. By default each agent is given an “sagent” skill. These skills display as “sagent + company number + con(agent extension).” In order to receive interactions within a Q, the agent must have the corresponding sagent skill for their extension.
Note: When creating a user with a new extension, the sagent skill is automatically created. If you are reusing an extension, the best practice is to delete the old extension before creating a new user. This ensures that the sagent skill is applied correctly.
This is one article in a series covering Admin Configuration topics.