Short overview video available (in Finnish) here
Pools Queues can be monitored in Queues view on queue status, queue length, maximum wait time, etc. Also queue user activity can be seen, such as how many users are ready to take calls in each service queue. Based on the monitoring data, immediate changes to the service queues can be made.
Queues view lists all the service pools queues sorted alphabetically ascending by pool name.
BeneVoice Center pool list
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Service pool list contains the following info:
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by queue name:
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At top of the view, queue list can be filtered with the Search by queue name function. For example, entering text “sales” would show only the queues with “sales” in the queue name.
Show technical queues switch displays and hides technical queues, such as IVR menus
Buttons at top right:
Manage - Optional feature. Opens a view where you can create, edit and delete service queues, IVRs prompts, and schedules.
Queue users - This button takes you to an overview on all the members of service queues to see what they are doing at the moment. See more at Queue users, VoiceHub.
Service queue list has the following columns:
Queue name - Click to open
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Queue dialog
Incoming accepted - Shows service
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Queue's current status.
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Yes: calls are accepted,
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No (-): calls are not accepted,
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Custom: call-specific decision.
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Serving users - Agents that are currently active in the pool, are accepting service calls and are available. Talking agents are included.
Free users - Agents that can immediately be allocated to. Agents are free, when they are active in the
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queue and are
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receiving queue calls. In addition, their availability status must allow service calls to be allocated and they must not be currently talking.
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Ongoing calls -
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Number of
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currently
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ongoing calls
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in this
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queue
Queue length - Number of calls
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waiting for service. Call is counted as queueing, until it is either answered, ended or transferred onwards.
Max wait time - Wait time of the caller who has waited the longest for service. Count resets every time caller enters a
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queue, for example when a call is transferred to another
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queue.
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Age bonus - see more in Queue details.
Column headers can be clicked to sort the list.
Some columns have a cell background coloring to indicate their status:
Column | No color | Yellow | Red |
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Serving users
>= 4 users
1-3 users
Queue Length | 0 calls | 1-2 calls | >= 3 calls |
Max wait time | 0-30 sec | 31-60 sec | > |
60 sec |
User dialog
Pools can be viewed by accessing them from the grid by:
clicking on a pool name
from the user icon at the right side of the grid
User dialog is opened, and it displays more details about the users in that pool:
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The title of the dialog is the pool name. Previous and Next buttons allows moving between the pools without closing the dialog.
Numbers displayed at the top part of the dialog are the same as on the service pool list (Serving users, Free users, etc.)
Dialog has a grid displaying the current users in the pool.
The dialog contains the following columns:
Active - Checkbox for activating and deactivating the users of the pool. Deactivated users are not receiving calls from the pool. Checking and unchecking the checkbox saves the change immediately.
User photo and availability - Availability is indicated with a colored circle
User - Name of the user
Free - Yes/No: Agents are free when they are active in the pool and are accepting service calls. In addition, their availability status must allow service calls to be allocated and they must not be currently talking.
Ongoing - Yes/No: The agent is having an ongoing call in this pool
Accepting service calls - Yes/No: The agent is accepting service calls.
Skill level - If the pool is using skill levels, then the slider is displayed for setting the skill level of the agent. Moving the slider saves the change immediately.
Active users are displayed at top of the grid sorted alphabetically a-z by user name. Below them, the inactive users are listed and sorted alphabetically a-z.
Clicking the button Manage pool users opens a view where users can be added and removed from the pool.
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Manage pool users
The view has two boxes with users.
The left side box lists all the users who can be added to the pool.
The right side box lists all current users of the pool.
Users are added to the pool by selecting them from the left side and moving them to the right side with Add button.
Users are removed from the pool by selecting them from the right side and moving them to the left side with Remove button.
Save and Cancel buttons at the bottom are used to save or discard any possible changes. Both return to user dialog.
Management of the service pool priority
Settings -tab in the opened service pool view contains a slider to be used for defining a service pool's priority. The priority is defined using “Age bonus (seconds)”- settings. A age bonus is used to prioritize service calls between pools. The age bonus makes the calls appear “older” than they actually are. The default value is 100 seconds. A higher age bonus means that calls in the pool are prioritized first since they appear older and are allocated first to serving users.
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At the bottom of the list, pagination controls allow you to select how many rows are displayed at same time. You can then move between the pages. You can choose from different row amounts depending on how many rows your list has. Also all rows can be displayed at same time.
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Queue details can be accessed by clicking on a queue name. See more at: Queue details
Queue groups
If optional queue groups feature is enabled for the organization, then the Queues view is divided in to queue groups. See more at: Queue groups, VoiceHub