For call centers with large teams of operators, it can get increasingly challenging to manage the movement of operators to and from dispatching queues depending on certain situations. Traditionally, in MASterMind Monitoring, operators (also referred to as users) are assigned to queues on an individual basis. To do this, you would typically access the user profile of each individual operator and manage dispatch queue assignments from there. To streamline this process, MASterMind Monitoring features the Queue Manager window for easy management of your operators in dispatch queues.
The Queue Manager window features the ability for you to toggle between different dispatch queues (by CS partition, dispatch location, alarm queue, or site type) and displays a list of all operators that you can filter by queue assignment, log in status, and whether the operator is in Autofeed mode. Using this window, you can quickly determine which operators are currently assigned or unassigned to certain dispatch queues, allowing you to quickly identify a specific pool of operators.
Furthermore, the Queue Manager window lets you quickly assign (and unassign) multiple operators to specific dispatch queues without having to access user profiles individually. You can even set or clear the operator's primary and secondary dispatch queues within this window. In addition to the filtering mechanism that lets you filter through the list of operators, you can also enter an operator's last name to quickly jump to an operator. Selecting that operator then displays the traditional user queue where you can manage the individual operator's queues.
Having the ability to review overall dispatch queue assignments and available operators, and to quickly assign multiple operators to different dispatch queues within a single window, the Queue Manager feature provides an alternate and more streamlined approach to managing your operators in dispatch queues.
* The Queue Manager feature is part of MASterMind Monitoring version 6.30. Contact your MAS Sales Representative for more information about the software and hardware requirements to support these features if they are not already available to you.