View Queues

View and interact with Queues and Agents in real-time.

 

 

 

Queue Status Bar

 

1. Drop down View Queues button and select Region

Squads	Customised groups of team members
My queues	All queues of which you are a member
Favourites	All queues selected as Favourite
(Entire Network)	All queues within the organisation

 



 

2. Check Queue Status bar Queue Status icon

	Open:	Agents logged in
	Open:	No Agents logged in
	Warning	Threshold of time waiting or number waiting has been breached
	Alert	Threshold of time waiting or number waiting has been breached
	Closed:	Calls forwarded to After-Hours message
	Closed:	Forwarded to Holiday message
	Closed:	Forwarded to Emergency message
	Type:	Virtual Queue Contains no agents - often used for IVR
	Fault:	No network connection

3. Check Queue Status bar Queue Live Stats

Queue	Internal number to ring the queue
Description	Queue name
Mode	Auto Schedule opens and closes queue Manual Supervisor opens and closes queue
Status	Details of current queue forwarding destination
Q Count	How many customers are waiting in the queue to be answered
Q Time	Duration next customer to deliver has been waiting to be answered
Agents	How many agents are logged in to the queue
Answered	Total interactions answered that day
Abandoned	Number of customers who have hung up prior to being answered
Other	Number of customers have transferred out of queue by selecting a message option
Service	Average rate of interactions answered, measured against the organisation's Service Level

4. Left-click Queue Status bar to toggle Queue Agents and Queue Media views

 



 

Service Level Indicator

 

1. Service Level Indicator displays average percent answered within speed benchmark

2. Standard benchmark Minimum acceptable level, determined by your organisation's standard. is 80% of offered interactions, answered within 20 seconds

 



 

3. Refer to Service Level colour-codes for quick performance estimates

	Green	76 - 100%
	Orange	61 - 75%
	Red	0 - 60%

4. Adjust threshold colours using Statistics settings

 

 

Queue Alarms

 

1. A Warning will change the colour of the Queue Status bar to yellow and Queue Status icon to orange

 



 

2. An Alert will change the colour of the Queue Status band to red and the Queue Status icon also

 



 



 

 

 

 

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