Current Status view monitors real-time information on Service Queues and Users logged in to relevant 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.
Current Status KPIs:
Calls in queue: Number of calls waiting to be served by an agent
Max wait time: Longest waiting time
Ongoing calls: Number of calls served by an agent
Service queues
This view is is based on individual service queue data and reacts to the selected filters.
Within the service queue dashboard, you can see following statistics in the presented service queue:
Serving: number of agents currently active in the queue, receiving service calls and available. Agents with an active call are included if the above criteria are met
Active: number of agents that are currently active in the queue, are receiving service calls regarding their availability status
On call: number of ongoing calls in queue
Queue length: number of calls waiting for service. The call is counted as queuing, until it is either answered, ended or transferred onwards
Max wait time: wait time of the caller who has waited the longest for service. The count is reset each time a caller enters a service queue, for example when a call is transferred to another service queue.
Supervisors can take the following actions to optimize queue performance:
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 |
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
In the Agents view, you can see a list of agents currently logged into service queues. You can switch between agent status views.
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
Key details include:
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”.
Find out more about availability https://benemen.atlassian.net/wiki/x/MwBiLw
Update interval for all views is 1 seconds and the latency of the data is approximately 3-5 seconds. In practice this means:
when a caller calls to a queue, the event will be visible in the UI in around 3-5 seconds after the event occurred in real-life.
when user updates it’s status, the change will be visible in the UI in around 3-5 seconds after the event occurred in real-life.