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Viewing and using the agents directory
From the Contacts pane’s agents directory in the Contact Center Supervisor Client you can view the agents who are assigned to you, get details about their queue membership, and call an agent from the directory list.
To view and use the agents directory:
- To expand the agents directory, from the Contacts pane, click the green arrow pointing up icon (next to Agents).
- To view the queue(s) an agent is a member of, click on the agent’s name.
- To call the agent from the directory, click the CALL button.
The client initiates the call and your desk phone rings.
- To talk with the agent, pick up your desk phone handset (or use your headset or speakerphone).
- You can also do one of the following:
- To join or unjoin an agent from a queue, click the QUEUE button.
- To change an agent’s ACD status, click the ACD button.
- To join or unjoin an agent from a queue, click the QUEUE button.
Learn more about
Contact Center Client
Top Contact Center Client articles
- Viewing and using your call history
- Signing in to the Contact Center Client
- Accessing the Contact Center Client for the first time
- Calling a supervisor for an escalating problem
- Conference calling from the Contact Center Client
- Adding a contact to your Speed Dial directory
- Exploring the Contact Center Agent Client
- Setting up the Contact Center Client the first time you sign in
- Answering calls automatically
- Exploring the Contact Center Supervisor Client dashboard statistics
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