Manager Tools provide the following:
WebACD Queue Manager sets up queues with rules-based routing, by availability or skill set.
WebACD Manager Dashboard monitors all sessions and agent activity at both the queue and support-representative levels.
Session Recording and Editing allows recording of support sessions manually or automatically.
Management Reporting measures help desk and support statistics like session time and feedback.
Support Tools allow technicians to Reboot and Reconnect. There is also an Agent Inbox that provides notification when a customer is in your queue, and you can see Real-Time Status of Other Agents for easy escalations. When service is complete, send out Post-Session Surveys and Notes. This allows customers to take surveys and saves representatives' session notes.
agreed, setting up queue should be the correct answer
upvoted 2 times
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