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Status
Current Status view monitors real-time information on Service Queues and Users logged in to relevant queues.
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Monitoring Service Queues
Current status
This view is based on aggregated Service queue data and is responsive to the selected filters. Filters have correlation to these KPIs.
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Assigning agents into queues and changing queue settings can be done from VoiceHub. See: https://benemen.atlassian.net/wiki/spaces/PD/pages/2283438134/Queue+details?atlOrigin=eyJpIjoiNTVmZDJjNWJkOGRmNDc0ZDhiZDBkNDk2MjZlOGYwNTUiLCJwIjoiYyJ9 and https://benemen.atlassian.net/wiki/spaces/PD/pages/2881880081/Queue+Manage?atlOrigin=eyJpIjoiNGU4NjkxZTYzZDE2NDdmMGEyOTMxZTBiMTQyZDRlNzQiLCJwIjoiYyJ9
Column | No color | Yellow/Orange | Red |
|---|---|---|---|
Queue Length | 0 calls | 1-2 calls | >= 3 calls |
Max wait time | 0-30 sec | 31-60 sec | > 60 sec |
Different ways to view queues
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Queues/Show groups
Queues: Queue grouping is an optional feature that can be enabled for the organisation. You can switch between the queue list and the queues listed under queue groups.
Locations: If queues have a location you can view them grouped under defined locations
Monitoring Agents Logged in Call Queues
In the Agents view, you can see a list of agents currently logged into service queues. You can switch between agent status views.
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These views contain users who can receive service calls, are active in at least one of the visible service queues, and have at least one active phone terminal e.g. mobile or browser phone.
Serving: Users whose availability status allows them to receive incoming service calls. This includes users currently on a call
Unavailable: Users whose availability status does not allow them to receive incoming service calls at the current time
All: Includes both Serving and Unavailable agents
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Name: Agent name
Call: Duration of an ongoing call or time remaining in wrap-up mode
agent is on a call
agent is in wrap-up mode
Talking queue: A visible queue name from an ongoing queue call. If the agent is on a call or answering the call directly, the field is blank.
Availability: Availability status and its duration Example values: “Available”, “Not working / Off-work”, “On call”.
More inforation on AvailabilityFind out more about availabilityhttps://benemen.atlassian.net/wiki/x/MwBiLw
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