Monitoring Queues

Monitoring a queue allows you to obtain the metrics of each queue for the day, or for the last 30 mins, or real time. For each queue supervised, you can obtain statistics on:

The following table lists and describes the data available in QueueA queue is an ordered collection of interactions waiting to be served by agents qualified to respond to these interactions. In addition to enabling the call center administrator to customize how incoming interactions are prioritized and routed, queues also ensure that interactions are never lost or discarded. Management.

  Description

Queue

Lists all the queues monitored by you categorized by media.

#Entered

 

Number of interactions that entered the queue from the beginning of the day, or in the last 30 minutes.

#Accepted

 

Number of interactions accepted by agents the queue from the beginning of the day, or in the last 30 minutes.

#Abandoned

 

Number of interactions abandoned.

  • An abandoned interaction is an inbound phone call, or a chat that enters the queue but is not accepted resulting in the customer terminating the interaction.
  • An email is considered abandoned when an agent pulls emails but deletes them before opening. An abandoned interaction may also result from a faulty IVR flow.

Average Wait

Average waiting time for an interaction before being processed.

Average Processing

 

Average time taken to process an interaction from the time it is accepted till the post processing.

SLA - Activity

The current activity level for the Queue

SLA - Target

The targeted service level for the Queue

SL Wait Time

 

the Service Level time limit before which the targeted percentage of interactions should be processed.

Busy

Number of interactions currently being processed by agents. This is applicable to real time statistics only.

Waiting

Number of interactions waiting in each queue to be processed

Longest Wait

The longest waiting time for an interaction

An abandoned interaction is an inbound phone call, or a chat that enters the queue but terminated by the customers before being accepted by an agent. An email is considered abandoned when an agent pulls emails but deletes them before opening. An abandoned interaction may also result from a faulty IVR flow. The Queue Management tab in the Monitoring window provides statistics on the abandoned interactions in the last 30 minutes or from the beginning of the day for each queue.

To monitor a queue:

  1. Log in to the Agent ConsoleVirtual Contact Center's browser-based graphical user interface (GUI) used by Agents to manage customer interactions. as a supervisor.

    Only AgentAgents use the Agent Console to view and manage customer interactions. Virtual Contact Center supports Regular agents and Supervisor agents. SupervisorAn agent with the supplementary privileges required to create FAQ categories and answers, monitor agent interactions in progress, listen to recordings of previous interactions, and create reports for the agents groups they supervise. accounts can access the Agent Supervisor Console monitoring features.

  2. from the Control Panel menu, click Monitoring, click the Queue Management tab.

    The Agent Supervisor Console lists the queues you selected in the Setup tab.

  3. In the Queue Management tab:

    1. From the list of queues, click a queue name to display the agents assigned to that queue (lower-left).
    2. In the list of agents assigned to a queue, click an agent to display a summary of that agent's activity.

    See Also

 


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