If personal queues are enabled and configured for your account, you have a personal queue. Your personal queue contains interactions that Vonage Contact Center has routed to you individually, rather than to a group of agents. For information about personal queues in ContactPad, see Personal queues in ContactPad.
Calls in your personal queue appear in the queue panel in ContactPad.
When a call arrives in your personal queue, if you are unable to handle the call and if enabled for your account, you can decline the call. If enabled, a Decline button appears alongside the personal call.
If no Decline button appears, you must configure an Agent Decline Breakout. For information about configuring an Agent Decline Breakout, see Setting up personal queues. |
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