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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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