Configuring Workers

A Worker is a user that is available to handle incoming calls based on the worker's queue registration and skill sets.

When configuring a Worker, the administrator needs to create a Worker that has a 'Worker Type' with a value of Worker or Supervisor.

When the administrator adds a new Worker with a 'Worker Type' with a value of Supervisor, it means that the supervisor not only has also worker capabilities to handle calls, but can also can manage and monitor that supervisor's workers.