Difference between revisions of "Queue Monitoring"
| Line 22: | Line 22: | ||
==Agent/Member Color Key:== | ==Agent/Member Color Key:== | ||
| − | Green: Idle (logged in) | + | *Green: Idle (logged in) |
| − | Red: On a call | + | *Red: On a call |
| − | Yellow: Ringing | + | *Yellow: Ringing |
| − | Grey: Unavailable (Not Logged In) | + | *Grey: Unavailable (Not Logged In) |
| − | White: Paused | + | *White: Paused |
Revision as of 19:19, 6 January 2015
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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