View - Status - Real time

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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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.

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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: Queue details and Queue Manage

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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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.