Overview
Occasionally, Admins may want to assign an inbound call to a specific User. They also may need to assign calls manually at times if the Lead is waiting too long in the Queue. Admins can do this from the
Contents
Assign Inbound Calls in Call Monitor
1.) Click the Reports menu.
2.) Click the Call Monitor option.
The Call Monitor will open.
3.) Click the Queue Active Calls tab.
You will see the active calls in your Inbound Queues, including calls that have not connected to an Agent yet.
4.) Select an Agent in the Assign drop-down.
A Success window will open.
5.) Click Close.
6.) Repeat as needed.