The Queues Dashboard allows supervisors to access various tables and graphs to easily view and monitor all assigned call queues. From one view, supervisors can instantly view real-time data, including the number of users that are logged in, the number of workitems, SLA, and so much more.
TIP: Click the queue name to see all agents currently logged in and their statuses. To close this view, click the queue name again.
NOTE: Setting the filter to ALL will not include extension calls. However, setting the filter to Voice will include extension calls.
Column Headers
|
Name |
This field displays the name of the queues. |
|
Logged In Agents |
The number of users that are specifically logged in to this queue. |
|
Available Agents |
The number of logged-in users who are available to take work items. |
|
Working Agents |
The number of agents currently working in this queue. |
|
In Queue |
The number of active workitems currently in this queue. |
|
Wrap up Agents |
The number of agents currently in wrap-up status in this queue. |
|
Answered |
The total number of workitems that have been answered for the current day. |
|
Busy Agents |
The number of agents currently busy in this queue. |
|
Abandoned |
The total number of workitems that have been abandoned to date. |
|
No Answer Agents |
The number of agents currently in No Answer status in this queue. |
|
Total Transfers |
The total number of workitems transferred to this queue for the current day. |
|
Average Abandon Time |
The average length of time it took a call to be abandoned. |
|
AQT |
The average amount of time workitems have waited in the queue for the current day. (Total time of workitems in the queue / Total number of calls that entered the queue) |
|
MQT |
The longest amount of time a workitem was in the queue for the current day. |
|
SLA (Service Level Agreement) |
The percentage of workitems answered within the queue’s configured service level for the current day. |
|
SLA1 |
(Answered Within Threshold + Dropped Within Threshold) / All workitems. |
|
SLA2 |
(Answered Within Threshold + Dropped Within Threshold) / Answered + Dropped After Threshold. |
|
SLA3 |
Answered Within Threshold / All workitems |
|
CMQT (Current Max Queue Time) |
The longest amount of time a worktiem is currently in the queue. |
|
CMQT (Current Max Queue Time) |
The longest amount of time a worktiem is currently in the queue. |