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Managing agents' calls

About managing agents' calls

The range of tasks you can do to manage agents' calls depends on your configuration.

You can help your agents by managing their calls. If an agent is busy and has a lot of calls waiting to be answered, you can answer one or more of their calls for them. You can also answer calls directly from a queue.

Answering an agent's calls

If an agent is struggling with too many calls, or has stepped away from their station, you can answer a call for them.

Entering calls

If you need to intervene and speak to the people in the call, you can enter a call.

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