This article should be provided to any designated manager of a department queue. The article named "A Guide for Queue Agents", should be given to every agent in your queue to instruct them on using the feature. 

Queue Monitoring

• Log in to Aptela and watch the queue every day
• Log in to www.aptela.com/my-account
• Click on Queue in the navigation bar
• Your queue window will open displaying a list of waiting calls
  • If you manage multiple queues/departments, they will be presented with “tabs” in alphabetical order
• Click on “Agents” to see a list of available agents or to see which agents are on active calls
• Click “Reports” to access reports
• Click “Queued Calls” to return to the waiting calls list

Tips for Effective Use of Aptela Queueing

• Your agents must log in and out of queue from the Queue window in order to manage their presence
• Agents cannot and should not use the “Do Not Disturb” button on their phone. The application does not recognize the phone’s capability and will assume that the agent is still available.
• Agents cannot use the Forward or Transfer button on their desk phone, they must use the application’s alternative methods.
  

Take Advantage of Manager Capabilities

Below provides instruction on the primary queue manager features.

1. Monitor (listen in) on live calls
   • Open your queue window, click on “Agents”, and click the Monitor link next to the agent and call you wish to listen in on.
2. Review call history for the department
   • While signed in to the Web portal, click on the Messages option in the navigation bar
   • This is the default page that you see when signing on to your online account
   • Look to the right side of this page for the Browse Folders box
   • Within the “drop-down” box, select your department/queue
   • You will now see the call history for your department/queue
3. Listen to department voicemails
   • Voicemail audio is stored with the call record for that call. To listen to the audio, go to the call history for that department using the Browse Folders box
   • Click on the Voicemail tab to see the list of voicemails. Click on the call record to listen to the voicemail.
   • Note the option on this page to “Click here to download”
4. Record inbound and outbound calls
   • Your account must have the recording feature enabled to use this feature. Click here to learn how to enable call recording
   • Department calls can be recorded in two ways:  the department agent can use ##7 or their online Call Room record button, or the Queue Manager or Operator can use the “Start Recording” link in the Queue Window. In either case, the recorded calls are stored in the Department Messages.
   • To access these audios, Managers will go to the Browser Folders box
   • Queue Managers also have the ability to record the agents’ individual (non-department) calls, both Inbound and Outbound. Since these recordings are not department calls, the audios can be found in that agent’s Messages folder. A Department Manager or Operator has access to the agents’ folders in the Browse Folders box
   • See the article here to learn more about recording calls in Departments/Queues. 
5. Manage Presence: Sign agents in and out of queue
   • On some occasions, an agent may forget to sign out of queue when they leave for lunch or for the day. The manager can log users in and out of queue on behalf of the user
   • Log in to your online account and click on People in the navigation bar
   • Click on the Departments tab and click on the department with your queue
   • You will see the “Edit Department Directory Entry” page appear. Scroll to Users in this Department section
   • Find the agent in the “Active Users” list, move them to the “Inactive Users” list, and scroll to the bottom and click Save. This action will sign the agent out of the active queue.
6. Manage Routing: Set or change the order for “ordered call distribution”
   • For this dialing method, click here to learn how to change and manage the priority of agents.
7. Create a report
   • Click here to learn about the reporting options for managers.
     

Related Articles:

• What Priviledges do Department/Queue Managers Have?
• A Guide for Queue Agents
• How Does Call Recording Work for Queues (Departments)?