In the Queue Manager window, you can manage your incoming calls: assign your agents to queues, pause them, or listen to their calls.
The agent’s name
The queues that the agent is assigned to.
To assign an agent to one or more queues, select the check box next to the respective queue name(s) and click Apply Changes at the bottom of the page.
Currently not used
Pause - select the check box to stop the agent from taking calls.
Whisper - click to interact with the agent and the customer (as explained in the window that appears). To start, you need to enter the number of your extension.
By default, the Queue Manager page shows only online agents. To view data for all agents, select the Show Offline Agents check box.