How are calls added to the Live Calls Queue in the Contact Center App?

The Live Calls section of the Work Queue in the Contact Center app lists the calls that are currently handled by the agents in a team. This applies when the Call Handling Rules are configured to Route to Team.

Consider a customer who chooses the Route To Team option while making a call. In this case, the call is transferred to an agent based on the idle time. The agent will receive the call even while working in any other application in Apptivo.

• Once the agent clicks the Answer Call button, the Call Window will appear. Also, the call gets added to the Live Calls section in the Contact Center App.

• If you are a superuser, you can view the call queue of all the teams in your business.
• If you are a non-superuser, you can view only the call queue of your teams.
• When you are the manager, you can easily monitor the call by clicking the Monitor Call button.

• In the Monitor Call Window, the manager can listen to the call for quality assurance or transfer the calls to the appropriate agent, team, or phone number. He can also take part in the call.