Difference between revisions of "Queue Monitoring"
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*Grey: Unavailable (Not Logged In) | *Grey: Unavailable (Not Logged In) | ||
*White: Paused | *White: Paused | ||
| + | |||
| + | *Calls is the number of calls taken by the agent/memeber. | ||
| + | *Pen is a designation of the priority set for that agent/member in the ring group. Lower numbers will get calls first. | ||
Latest revision as of 22:45, 11 January 2016
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Queue Monitoring
Navigation to Reporting Queue Monitoring, gains access to the page in the following diagram. This allows you to see a live Queue Status of selected Queues. This view is refreshed every ten seconds so it is a semi live status. The information field shows the following information fields.
1) Hold Time - This is the estimated hold time within the queue at the current time
2) Calls In Q - This is the total calls in Queue at this time connecting and holding.
3) Target Time - This shows the number of calls which have fallen outside the Target estimate
4) Answered - This displays Calls Answered
5) Abandoned - This is the Calls Abandoned display.
6) % in Target - This shows a percentage of calls Answered within Target Estimate.
Agent/Member Color Key:
- Green: Idle (logged in)
- Red: On a call
- Yellow: Ringing
- Grey: Unavailable (Not Logged In)
- White: Paused
- Calls is the number of calls taken by the agent/memeber.
- Pen is a designation of the priority set for that agent/member in the ring group. Lower numbers will get calls first.