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. Filtration 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.

It consists of an input field and a close button () displayed when the cursor is placed in the input field. To search by part of a word or a number, use the * symbol. You can also use the * character to replace any number of characters.

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. Filtration 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. Filtration block

1.3.1. Filtering fields

Available fields for filtering:

• Time;
• Queue;
• Team;
• Queue Type.

1.3.2. Reset filters button

Represented as a button , all previously selected filters are reset when clicked.

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

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 displayed in the registry.

1.4.2. Refresh button

Updating the register table is performed by clicking on the refresh button -

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. Calls count;
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:

6 - total number of Agents;

2 - number of Agents online;

0 - the number of Agents in the break;

4 - 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. Calls count

Displays the total number of handled calls 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 a conversation by Agents in this Queue.

1.4.3.12. Wrap up time

Displays the total time pause 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 - 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 - 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

It consists of the Rows per page field, which indicates the number of entries (it is possible to set from 1 to 1000) per page, and forward and backward buttons for switching pages.

2. Opportunities

2.1. Select of displayed columns in the registry

2.2. Export of Queues data

2.3. Filter the displayed data in the Registry