The Call Queue Manager (11.1.6) is a multipurpose tool for sorting and manipulating call records. In busy support environments, you usually need to view and edit calls according to pre-selected criteria. For example, a supervisor may need to scan calls by status, or service engineer, or look at calls by priority.

Any number of search criteria can be specified for reviewing calls. In this example, calls for two different engineers are displayed. You can also review calls by queue, area, type, priority, problem, end user, as well as other selection criteria.