Operator Panel: Extended Features

Overview

This article covers advanced operator panel features that go beyond basic call handling. If you are new to the Operator Panel, start with the introductory article operator panel first, which explains the interface layout, basic call management, and permissions.

This guide focuses on queue management from the panel, advanced transfer techniques, wallboard statistics, keyboard shortcuts, and panel customization options that help power users work more efficiently.

Queue management from the Operator Panel

The Operator Panel gives supervisors and receptionists direct control over queue operations without needing to access the admin portal.

Viewing queue status

The Queue List panel shows real-time statistics for each queue you have access to:

• Waiting calls: Number of callers currently waiting in the queue.
• Available agents: Number of agents logged in and ready to take calls.
• Total agents: Total number of agents assigned to the queue.

Click on a queue name to expand the queue details. This shows individual agent status (logged in, paused, on a call) and any callers waiting with their wait time.

Logging agents in and out

If you have the appropriate permissions, you can log agents in or out of queues directly from the panel:

1. Click on the queue name to expand the agent list.
2. Right-click on an agent and select Log In or Log Out.

This is useful when an agent forgets to log in at the start of their shift or when you need to temporarily remove an agent from a queue during their break.

Pausing and resuming agents

Agents can be paused in a queue so they stop receiving calls without being fully logged out:

1. Click on the queue name to expand the agent list.
2. Right-click on the agent and select Pause or Resume.

Picking up a waiting call from a queue

You can pick up a call that is waiting in a queue and connect it to a specific extension:

1. Click on the queue to see the waiting callers.
2. Drag the waiting call from the queue list and drop it onto the desired extension in the extension list.

This allows receptionists to manually route a queued call to a specific agent rather than waiting for the automatic distribution.

Advanced transfer techniques

Blind transfer vs. attended transfer

The Operator Panel supports two transfer methods:

To perform an attended transfer:

1. Right-click the active call and select Attended Transfer.
2. Enter the target extension number or select from the list.
3. The system calls the target extension. Speak with the recipient to announce the caller.
4. Click Complete Transfer to connect the parties, or Cancel to return to the original caller.

Transferring to external numbers

You can transfer calls not only to internal extensions but also to external phone numbers:

1. Right-click the active call and select Transfer.
2. Enter the full external phone number (including the country code if required).
3. Confirm the transfer.

Transfer to voicemail

When a colleague is unavailable, you can transfer a call directly to their voicemail without ringing their extension:

1. Right-click the active call and select Transfer.
2. In the search results, click the voicemail icon next to the target extension.

This is faster than waiting for the extension to ring and time out to voicemail.

Wallboard and statistics

The Operator Panel provides real-time statistics that help supervisors monitor call center performance at a glance.

Queue wallboard

The queue panel displays key metrics for each queue:

• Calls waiting: Current number of callers in the queue.
• Longest wait time: How long the oldest call has been waiting.
• Agents available / total: How many agents are ready versus assigned.
• Calls handled today: Total calls answered by the queue since midnight.

Use these metrics to identify queues that need attention—for example, if the longest wait time exceeds your service level target, consider logging in additional agents or redistributing calls.

Extension status overview

The extension list provides a color-coded overview of all team members. At a glance, you can see how many people are available (green), on a call (red), away (yellow), or offline (grey). This helps with workforce planning throughout the day.

Keyboard shortcuts

Power users can speed up common operations using keyboard shortcuts in the operator panel:

Panel customization

Customize the operator panel layout to match your workflow:

Resizing panels

Drag the borders between panels to resize them. For example, if you mainly work with the extension list, make it larger and reduce the queue panel size. The layout is saved automatically and persists across sessions.

Filtering and sorting extensions

Use the search bar at the top of the extension list to quickly find a colleague by name or extension number. You can also:

• Filter by group: Click the settings icon to select which extension groups are displayed.
• Sort by status: Available extensions appear first, followed by busy, away, and offline.
• Hide unregistered: Go to Settings > User > Status Views and disable Show Unregistered Extensions to remove offline extensions from the list.

Favorites

Add frequently contacted extensions to a favorites list for quick access:

1. Right-click on an extension in the extension list.
2. Select Add to Favorites.

Favorites appear at the top of the extension list, making it easy to transfer calls to your most common contacts with a single drag-and-drop action.

Best practices for receptionists

• Set up your view at the start of the day: Configure the extension list to show only relevant departments, add key contacts to favorites, and verify queue agent status.
• Use attended transfers for external callers: External callers appreciate a brief introduction before being connected. It reduces the chance of reaching the wrong person.
• Monitor queue wait times: If wait times consistently exceed your target, discuss with your supervisor about adding more agents or adjusting the queue configuration.
• Park calls instead of holding: When you need to check information, park the call and retrieve it when ready. This keeps your line free for other incoming calls.
• Use presence status proactively: Set the correct presence status for yourself and encourage colleagues to do the same. Accurate presence information helps you make faster routing decisions.