Vertical Communications TeleVantage 7.5 manual Supervising other agents’ calls, Queue Statistics

Monitoring queue statistics using the phone

Agents who have permission to monitor queue statistics can hear the current statistics for a queue at any time by picking up a TeleVantage phone and dialing *55. The system prompts them to select the queue for which they want to hear statistics.

Dialing *55 plays the queue statistics shown in the following table. Statistic totals are kept since midnight at the beginning of the current day.

*55 Queue Statistics

Callers waiting	Number of callers waiting on the queue.
Expected wait time	Rough estimate of how long callers can
	expect to wait if they called right now. The
	formula used is <total wait time of all
	answered calls so far this day> / <number of
	answered calls so far this day>.
Active agents	Number of agents currently available. This
	includes all agents who are signed in and in
	the personal status Available or Available
	(Queue Only).
Total calls	Total number of calls received today (since
	the last midnight).
Abandon rate	Abandoned calls as a percentage of total
	calls.

Supervising other agents’ calls _____________________________

Agents can use the Supervise commands—Monitor, Coach, and Join—to supervise other agents’ calls. For an explanation of Monitor, Coach, and Join, see “Supervising other users’ calls” on page 12-14.

Supervising in a call center is a separate feature from supervising personal calls, and the two are controlled by different permissions, as follows:

QSupervising personal calls. Supervising personal calls requires TeleVantage user permissions set up by your system administrator. Users with only these permissions cannot supervise call center calls.

QSupervising call center calls. To supervise call center calls, you must be a call center agent with agent permissions set up per queue by your queue administrator. As a call center supervisor, you can supervise only other agents in your queue, and only their queue calls, not their personal calls.

Note: For you to supervise an agent’s outbound calls, the agent must have associated his or her outbound calls with the queue. See “Placing calls from a queue” on page B-8.

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