Queues (Supervisor)

Owned by Olesya Tantsyura
Last updated: Aug 05, 2024
7 min read

1. Description

The Queues that you serve are displayed. Only enabled queues are displayed.

It consists of the following elements:

  1. Search field (Fig.1(1));

  2. Export CSV (Fig.1(2));

  3. Filter block (Fig.1(3));

  4. Registry (Fig.1(4));

  5. Pagination (Fig.1(5)).

Fig. 1. Queues page

1.1. Search field

The search is performed on the Queue column.

1.2. Export CSV

It is designed to export data from the registry. When you click on the Export CSV button, the queues-stats.csv, file is downloaded, which contains information about Queues.

1.3. Filter block

It is designed to filter the data that is displayed in the registry.

It consists of the following elements:

  1. Filtering fields (Fig.2(1));

  2. Reset filters button (Fig.2(2));

  3. Expand filters button (Fig.2(3)).

Fig. 2. Filter block

1.3.1. Filtering fields

Available fields for filtering:

  • Time;

  • Queue;

  • Queue Type.

Depending on the user's rights to view the page, the number of displayed fields may change.

1.3.2. Reset filters button

1.3.3. Expand filters button

1.4. Registry

It is designed to display entries with data about Queues.

It consists of the following elements:

  1. Select visible columns (Fig.3(1));

  2. Refresh button (Fig.3(2));

  3. Registry (Fig.3(3)).

Fig. 3. Registry

The time for calculating the data is taken from 00:00 to 23:59

1.4.1. Select visible columns

It is designed to select the columns displayed in the registry.

The Select visible columns modal window opens (Fig.4) when you click thebutton.

Fig. 4. Select visible columns modal window

Select the checkbox (Fig.4(1)) — this column is displayed in the registry;

Clear the checkbox (Fig.4(2)) — this column is not displayed in the registry.

1.4.2. Refresh button

(Fig.3(2)).

1.4.3. Registry

The data in the registry is updated every 10 seconds.

The following columns are available in the registry:

  1. Checkbox;

  2. Queue;

  3. Agents;

  4. Free;

  5. Team;

  6. Members processing/Waiting;

  7. Activities;

  8. Answered;

  9. Transferred;

  10. Abandoned;

  11. Talk;

  12. Wrap up time;

  13. ASA;

  14. AWT;

  15. AHT;

  16. SL/20;

  17. SL/30.

1.4.3.1. Checkbox

Used to select one or more entries. 

1.4.3.2. Queue

Displays the name of the Queue.

1.4.3.3. Agents

Displays the number of Agents serving this Queue.

Fig. 5. Agents in the registry column

Take Figure 5 as an example:

3 — total number of Agents;

1 — number of Agents online;

0 — the number of Agents in the break;

2 — number of offline Agents.

1.4.3.4. Free

Displays the number of available Agents who are not on a call and waiting for a call.

1.4.3.5. Team

Displays the name of the team that is serving the Queue.

1.4.3.6. Members processing/Waiting

Displays the number of calls being processed / the number of callers waiting in the Queue.

1.4.3.7. Activities

Displays the total number of handled activities in this Queue.

1.4.3.8. Answered

Displays the percentage of calls connected to the Agent to the total number of incoming calls in this Queue.

1.4.3.9. Transferred

Displays the percentage of calls transferred to another Agent to the total number of incoming calls in this Queue.

1.4.3.10. Abandoned

Displays the percentage of missed calls to the total number of incoming calls in this Queue.

1.4.3.11. Talk

Displays the total time spent in conversations by Agents in this Queue.

1.4.3.12. Wrap up time

Displays the total pause time between calls spent by Agents in this Queue.

1.4.3.13. ASA

Average Speed of Answer is a quantitative method for measuring the average response speed in a contact center; it includes the total time a Subscriber waits in a Queue before an Agent answers, excluding the time spent on IVR navigation. Calculation formula:

Average Speed of Answer = Total waiting time for all received calls during the day (sec.) / Number of subscribers received during the day (persons)

1.4.3.14. AWT

Average waiting time — the average waiting time of a Subscriber in the Queue before the Agent answers. Includes only processed calls; if the Subscriber did not wait for an answer and hung up, his waiting time will not be included in the metric.

1.4.3.15. AHT

Average handling time — the average time (duration) of call processing.

Calculation formula — ANT:

АНТ = (Total Talk Time + Total Hold Time + Total Wrap-up Time) / Number of Calls Handled

1.4.3.16. SL/20

Displays the service level. The percentage of calls received by the Agent with a Subscriber whose waiting time on the line is less than 20 seconds from the total number of incoming calls queued.

1.4.3.17. SL/30

Displays the service level. The percentage of calls received by the Agent with a Subscriber whose waiting time on the line is less than 30 seconds from the total number of incoming calls queued.

1.5. Pagination

2. Opportunities

2.1. Selection of displayed columns in the registry

Goal

Select of displayed columns in the registry

Goal

Select of displayed columns in the registry

Preconditions

  1. Access to the Supervisor application;

  2. Access to the Queues section in the Supervisor application;

  3. The presence of at least one Queue.

Steps

 

  1. Click the

    button. The Select visible columns modal window opens (Fig.4).

  2. Columns to display in the table — selected in the checkbox: columns that should not be displayed — clear checkboxes.

  3. Click the Add button.

Result

The modal window closes. The selected columns are displayed in the registry.

2.2. Export of Queues data

Goal

 Export of Queues data

Goal

 Export of Queues data

Preconditions

  1. Access to the Supervisor application;

  2. Access to the Queues section in the Supervisor application;

  3. The presence of at least one Agent.

Steps

  1. Click the Export CSV button.

Result

The agents.csv file is downloaded, which contains information about the Queues.

2.3. Filter the displayed data in the Registry

Goal

Select to display calls from the Orders Queue

Goal

Select to display calls from the Orders Queue

Preconditions

  1. Access to the Supervisor application;

  2. Access to the Queues section in the Supervisor application;

  3. The presence of the Orders Queue.

Steps

  1. Click on the Queue field. A drop-down list with existing Queues opens.

  2. Select the Orders Queue. If the required Queue is not in the displayed list, then use the Queue field as a search field — enter Orders.

  3. Click on Orders.

Result

The data registry is reloaded, and the data for the selected filter is displayed

 

Англійська

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