The Interactive Visual Queue monitor includes the Queued media grid and the Abandoned media grid. The Queued media grid lists the calls that are currently in the selected queues or queue groups. The Abandoned media grid lists abandoned calls. The calls are listed in order of priority and the columns can be sorted. You can configure the column headings and specify which columns are displayed. Depending on licensing, Interactive Visual Queue includes the Callback to be processed grid, which lists callbacks.

NOTE: The abandoned calls column in the Interactive Visual Queue monitor displays all abandoned calls except those abandoned while ringing an agent or extension. The abandoned column in the Queue Now monitor does not peg short abandons as abandoned calls, but does peg calls that are abandoned while ringing an agent or extension if they do not peg as a short abandon. Because of these differences, you may notice discrepancies between the abandoned call information in these two monitors.

The following list provides descriptions of the column headings available in the Queued media grid:

• Position (#) displays the answer position relative to other contacts in the queue
• Media icon displays the media type
• Queue Name is the name of the queue
• Queue Dialable displays:

  • Voice-the dialable number of the queue
  • Chat-Queue Auto Response User Name
  • Email-Email address of the queue
  • SMS--the dialable number of the queue

• Priority is the priority of the contact in the queue (the lower the number, the higher the priority)
• Time in Queue is the contact's total time in the current queue
• Time Offered to System is the time the contact first entered the system
• Time in System is the contact's total time in the system
• Queue Hops is the number of times a contact has changed queues
• ANI (Contact ID) displays:

  • Voice-caller # / ANI
  • Chat-Chat email address from pre-chat form
  • Email-From email address
  • SMS-caller # / ANI

• Subject displays
• Voice-blank

  • Chat-Chat subject from pre-chat form
  • Email-Email subject
  • SMS-blank

• Is Callback indicates if the queued media is a callback request (voice only)
• Service level countdown provides a countdown in seconds when the conversation will exceed the target time to meet the service level
• Contact Name is the name associated with the contact (if available)

  • Voice-caller ID
  • Chat-Chat name from pre-chat form
  • Email-Email "From" name, if available
  • SMS-caller #

• Time Offered to Queue is the time the contact entered the current queue
• DNIS (To Address) displays

  • Voice-DNIS Number
  • Chat-blank
  • Email-receiver's email address
  • SMS-blank

• To Name displays

  • Voice-DNIS Name, if configured in YourSite Explorer for the associated DNISnumber
  • Chat-blank
  • Email-Email "To" name, if available
  • SMS-blank

• Collected Information displays the single or series of collected results provided by IVR Routing. Collected information requires IVR Routing and, optionally, Remote Database Verification or CTI Developer Toolkit
• Queue Reporting is the queue's reporting number

 

The following list provides descriptions of the column headings available in the Abandoned media grid:

• ANI (Contact ID) displays caller # I ANI
• Contact Name is the caller ID associated with the contact (if available)
• Queue Name is the name of the queue
• Queue Dialable displays the dialable number of the queue
• Time Abandoned is the time at which the contact abandoned the queue
• Time Since Abandoned is the elapsed time since the contact abandoned the queue
• Last Callback Employee is the employee name and employee ID associated with the most recent callback attempt
• Last Callback Time is the time at which the most recent callback was attempted
• Time Since Last Callback is the elapsed time since the most recent callback attempt
• Time Offered to Queue is the time the contact entered the current queue
• Time in Queue is the contact's total time in the current queue
• Time Offered to System is the time the contact first entered the system
• Time in System is the contact's total time in the system
• Queue Hops is the number of times a contact has changed queues
• Is Callback indicates if the queued media is a callback request (voice only)
• Service level countdown provides a countdown in seconds when the conversation will exceed the target time to meet the service level
• DNIS (To Address) displays the DNIS number
• To Name displays the DNIS name, if configured in YourSite Explorer for the associated DNIS number
• Subject displays DNIS
• Collected Information displays the single or series of collected results provided by IVR Routing. Collected information requires IVR Routing, Verified Collected Digits and, optionally, Remote Database Verification or CTI Developer Toolkit
• Queue Reporting is the queue's reporting number
• Media icon displays the media type


The following list provides descriptions of the column headings available in the Callback to be processed grid:

• Caller # displays the phone number provided by the contact
• Caller Name displays the contact's name
• Status displays the state of the callback

  • New request
  • In progress
  • Requeued
  • Completed
  • Unknown

• Priority the importance level of the callback

  • Voice-Normal
  • Web-Normal
  • Abandoned-Low

• Type displays the type of callback

  • Voice
  • Web
  • Abandoned

• Reason displays the callback's reason for its current status
• Attempted Calls to Agent displays the number of times the agent attempted the callback
• Last Time Agent Attempted displays the last time the agent attempted the callback
• Request time displays the specific time the callback will be executed
• Time Received displays the specific time the caller submitted the callback request
• Web IP Address displays the IP address of the contact who submitted the callback request
• Last Attempted Call To Client displays the specific time the last callback attempt to the caller was made
• Attempted Calls To Client displays the number of times the callback was attempted
• Client Available From displays the earliest time the contact is available to receive the callback
• Client Available To displays the latest time the caller is available to receive the callback
• ANI displays the phone number of the caller
• DNIS displays the phone number the caller dialed
• Dialable displays the number of the device that will handle the callback
• Device Name displays the name of the device that will handle the callback
• Device Type displays the type of device that will handle the callback - extension, agent, or queue
• Recorded Message displays a hyperlink to the voice callback request .wav file left by the caller
• Area displays the state, province, or other area the call originated from
• Country displays the country the call originated from
• Endpoint displays the endpoint attempting to perform the callback
• Region displays the region the call originated from
 


SORTING CONTACTS BY COLUMNS

Monitor columns can be used to sort contacts in Interactive Visual Queue. You can only sort by one column in a grid at a time. By default, the Queued media grid is sorted by Position number. Sort preferences are preserved in your Contact Center Client profile.

To sort contacts by columns in the Interactive Visual Queue monitor

  • Click on the column heading by which you want to sort. To reverse the sort order, click on the column again.