Short overview video is available in Finnish.
Service pool monitoring
Pools can be monitored in Pools view on pool status, queue length, maximum wait time, etc. Also pool user activity can be seen, such as how many users are ready to take calls in each service pool. Based on the monitoring data, immediate changes to the service pools can be made.
Pools view lists all the service pools sorted alphabetically ascending by pool name:
At top of the view, pool list can be filtered with the filter by name function. For example, entering text “sales” would show only the pools with “sales” in the pool name.
Show joined pools switch shows only the pools you are member of.
Pool users button takes you to an overview on all the members of service pools to see what they are doing at the moment. See more at Pool users.
Service pool list has the following columns:
Pool name - Click to open pool dialog
Incoming accepted - Shows service pool's current status. Yes - calls are accepted, No (-) - calls are not accepted, Custom - call-specific decision.
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 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.
Total users - Total number of agents currently active in the pool and accepting service calls, regardless of their availability or talking status.
Ongoing - Currently ongoing calls from this pool
Queue length - Number of calls in waiting for service. Call is counted as queueing, until it is either answered, ended or transferred onwards.
Age bonus - see below.
Max wait time - Wait time of the caller who has waited the longest for service. Count resets every time caller enters a pool, for example when a call is transferred to another pool.
Column headers can be clicked to sort the pool list.
Some columns have a cell background coloring to indicate their status:
Column | No color | Yellow | Red |
|---|---|---|---|
Serving users | >= 4 users | 1-3 users | 0 users |
Queue Length | 0 calls | 1-2 calls | >= 3 calls |
Max wait time | 0-30 sec | 31-60 sec | >= 60 sec |
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.
Pool details
This view contains basic status information about the service pool, list of users connected to that specific service pool, and also information about their status: are they active and ready to handle the service calls, etc.
Pool details can be accessed by clicking on a pool name.
The view is opened, and it displays more details about the pool.
Pool name is displayed at top
Pool phone numbers are listed below the pool name
Numbers displayed in boxes are the same as on the service pool list (Serving users, Free users, etc.)
A user list displays the current users in the pool
The user list has the following columns:
Checkbox for activating, deactivating and removing the users of the pool. Deactivated users are not receiving calls from the pool. Selecting any checkbox reveals the action buttons at bottom of the screen. Depending on your permissions, you may not be able to select some of the rows.
User availability and name - Availability is indicated with a colored circle
Free - Yes or 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 call - Yes or No (-): The agent is having an ongoing call in this pool
Accepting service calls - Yes or 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 user list.
Column headers can be clicked to sort the list.
Buttons at top right can be used to access settings and to add users:
Settings
Settings button opens a dialog where age bonus can be changed if that feature is available for the pool.
Age bonus - service pool priority
Settings dialog contains a slider which is be used for defining a service pool's priority. The priority is defined using Age bonus (seconds) setting. An 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.
If there are already calls in queue, then changing the priority value changes also the priority of existing calls in queue.
Cancel and Save buttons at the bottom are used to save or discard any possible changes. Both close the dialog.
Add users to pool
This view lists users who can be added to the pool.
Users are added to the pool by selecting them with checkboxes. Selecting any checkbox reveals the Add button at bottom of the screen.
