ICON QueVue for Iwatsu Enterprise-CS

ICON QueVue for Iwatsu Enterprise-CS

Enhance the Iwatsu ACD Agent experience with QueVue – a software application that lets ACD agents quickly view contact center stats in real time, log-in or out of ACD groups and manage their calls at the click of a mouse.   With Iwatsu QueVue ACD agents can:

  • Login or logout of one or more ACD groups
  • Set agent login priority per group
  • Set their status for wrap-up or available/not available
  • Control the desk phone at the click of a mouse using the answer, hold and disconnect buttons
  • Record a call
  • Color code queue statistics based on priority or threshold levels

Real-time queue statistics and call control features are only the first level of QueVue information. Incoming caller ID, agent status and the total time calls have been waiting in queue can be viewed when an agent hovers their mouse over a specific queue.