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:
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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, Voice Center Beta.
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.
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.
Age bonus - see more in Pool details.
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 can be accessed by clicking on a pool name.
Pool groups
If optional pool groups feature is enabled for the organization, then the Pools view is divided in to pool groups. Please see more about pool groups.