This guide walks you through the complete process of creating and managing a call queue in the Contact Center. It also introduces key Pro Features for agent and queue management.

Table Of Contents

First Steps Inside the Call Center

Learn how to access the Call Center App and navigate the layout to begin managing queues and agents.

Access the Call Center App

This section describes how to enter the Call Center App and adjust your availability.

Logging In and Accessing the Call Center

Follow these steps to access the Call Center workspace:

• Go to: contactportal.app
• Log in with your account credentials.
• From your dashboard, click the Call Center icon to open the Call Center App.

Call Center Layout Overview

Call Center Menu

In this section, you will find everything you need to manage queues, agents, and call center settings from a single workspace.

The menu is located on the left side of the screen, where you can access:

• Queues to create and manage call queues.
• Members to add users and manage Call Center memberships.
• Agent Management to monitor agent status in real time.
• Call History to review completed and active calls.
• Settings to enable Pro Features and manage system configuration.

The center of the screen displays the configuration panel based on the menu item you select, such as the queue list, member management, or enable pro features.

Tip: Navigating between sections is simple — just select an option from the left-hand menu and the relevant workspace will appear in the center of your screen.

Preparing to Build Your Queue

Before creating a queue, add users and enable Pro Features if applicable.

Manage Members

This section explains how to manage agents, assign them to queues, and configure key attributes like skills and call recording.