Vertical Communications TeleVantage 7.5 manual Monitoring queue statistics, Agents pane

Monitoring queue statistics ________________________________

Agents who have the permission Monitor queue statistics set to Allow can monitor a queue’s performance by using either the telephone commands or the Queue Monitor folder in ViewPoint.

Viewing queue statistics in the Queue Monitor folder

The Queue Monitor folder lets you monitor queue activity in real time. To open the Queue Monitor folder, click Call Monitor > Queue Monitor in the navigation pane.

Each queue for which you have permission to view statistics appears as a tab at the bottom of the folder. Click a queue’s tab to see statistics for that queue and the agents in that queue.

For a detailed description of when Queue Monitor statistics reset to zero, see “When statistics are reset” on page C-12.

Note: You can continue to use the Call Monitor while you are in the Queue Monitor. Choose View > Calls Pane to add the Call Monitor to the Queue Monitor folder as a separate pane.

The Agents pane

At the top of the Queue Monitor folder, the Agents pane displays the names of all agents in the queue, their current statuses, and their performance, including inbound and outbound calls.

You can have the Agents pane display statistics by day or by shift. Choose Actions > Show agent statistics by day/shift. For information about shifts, see the TeleVantage Call Center

Administrator’s Guide.

Note: The Agents pane’s statistics are those for the selected queue only. For example, the Calls answered field shows the number of calls an agent has answered for this queue. The agent may have answered other calls such as personal calls or calls from other queues.

APPENDIX C. SUPERVISING A CALL CENTER QUEUE C-3