Callcenter agents tutorials

[djebali]

Hello everybody
I'm deploying the fusionpbx for a callcenter
the needs are:

• creating extensions
• creating queues
• creating agents, giving the possibiliies to the agent to login,oause:unpause, forward cals to anothetr agent (from the web interface)
• creating supervisor (to monitor incoming calls in the queues, controlling the pause/upause agents, login/logout of agents, picking-up calls and forwarding it to other agents or extensions
• for agents group i did authorize the operator panel

I did create everything
the main issues are:

• the agent when they're are logged using the operator panel or the dialplan (*22) they only seee the extenion and not the name oof the agent
• the supervisor to monitor the calls in the queues needs to click on the selected queue to see who's loggged and the waiting calls in the selected qeueue

my questions:

• is there a good tutorial to deploy the callcenter in a good way
• do exist an application to display the queues and whos's logged and the calelrs in the differents queues to be displayed on a dedicated display
• what are the possibilities of the operator panel for agents and for the supervisor

I thank you for your help
sami