Breadcrumbs

Queues

The Queues dashboard provides a color-coded key to the current state of each queue.


Field Definitions:

• Yellow: no calls waiting in queue—no Ready members.
• Green: no calls waiting in queue—at least one Ready member.
• Red: calls waiting in queue.

If a queue has no Signed In members, no bubble appears.

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Queue Details
By hovering your mouse over an extension, the Queue Details panel appears. This panel contains the following information related to the selected queue:

• Extension – the queue’s extension.
• Queue Name.
• Queue Members - the extensions assigned to the queue.


Current Calls
The Current Calls dashboard displays all calls in progress to and through all queues.

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Field Definitions:

• Caller ID: the phone number and calling name for the caller (if and when provided by the PSTN).
• Call Duration: the elapsed time since the call was answered by the queue.
• State: the current state of the call: Waiting or Connected.
• Agent: the agent to which the call has been connected (if connected).
• State Duration: the elapsed time of the current state.


Calls Waiting
The Calls Waiting dashboard provides a graphical indicator of the number of calls waiting.

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  • The Calls Waiting indicator moves through yellow (warning) to red (alarm) fields as the number of unanswered calls in each queue grows. The numeric ranges which trigger warnings and alarms are entered in the Dashboard Settings panel.


Agent Distribution

The Agent Distribution dashboard provides a view of agent status in aggregate. The only agents that appear here are agents that are signed in.

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Field Definitions:

  • Agent Name: name of the agent.

  • State: Agent's current status with respect to a queue.

  • Time: The amount of time an agent has been in the current state.

  • Queue: The name of the queue in which an incoming call entered.

  • Caller ID:  The phone number the caller is calling in from.

  • Queue Membership: The different queue/s (unique extension numbers) that an agent is assigned to.

  • Day Answered: The number of calls answered by agents since midnight.

  • Day Missed:  The number of calls offered but subsequently missed by agents since midnight.

  • Outbound Placed:  The number of outbound calls placed by the agent.

  • Outbound Answered:  The number of outbound calls placed by the agent  and answered by the receiving party.