Handle queue calls and dispositions

Once you're available, your queues send you the next caller in line. You handle each call in the agent panel of the agent desktop, which for now is the older Communicator desktop app. CallSprout is moving Pro agents to CallSprout Communicator NEXT soon.

This feature needs the Contact Center Pro plan. See plans and pricing

This feature needs the Communicator apps add-on on your account. See plans and pricing

Some labels in your portal or apps may look slightly different from this guide.

When a queue call reaches you

A queue call rings like any other call. Depending on the queue's settings, you may also notice:

• A label on the caller ID, such as the queue name.
• A short message or the caller's wait time before you're connected.
• Callbacks that answer themselves on phones that support it.
• A survey after the call, where the caller rates the call once you hang up. A survey label at the top of the call tells you the queue uses one.

During the call

The agent panel lists your calls with their direction and status, such as ringing, on a call or on hold. Select a call to switch to it, and use the call controls below the list to hold, transfer or hang up. To copy the caller's number or another field, select the field name or its copy button.

Wrap-up time

When a queue call ends, you get wrap-up time to finish notes before the next one rings. Your system sets its length, and several queues may share one.

Pick a disposition

A disposition records how a call ended, for example Resolved or Callback. Each queue has its own list, and it appears when the call ends.

1. 1
   Step 1:

   Wait for the list

   Look for that queue's dispositions when the call ends, and use search for a long list.
2. 2
   Step 2:

   Choose the outcome

   Select the one that fits. To see keyboard shortcuts, hover over the HK button.
3. 3
   Step 3:

   Check it went through

   Watch for the message that says the disposition was submitted.

Fill in a feedback form

If the queue uses a feedback form, it opens with each new call. Fill it in and send it. It stays open after you hang up until you send or close it. Closing it without sending discards your answers, and rejected calls don't get a form.

Missed queue calls

A system setting decides whether queue calls you miss show in your app's missed calls list.

Troubleshooting

• Calls stopped coming. An unanswered call may have paused you or signed you out. Check your status and go available again.
• The app says the contact center service isn't ready. Selecting the message signs you out and ends your calls. Sign in again, and contact support if it keeps happening.
• The app asks you to sign in again. Your agent session was interrupted, for example by a service restart. Select OK or sign in again.