008 — Guide for managing agents in your call queues

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Administrator’s guide to managing the agents assigned the call queues of phone system from Studio, Ubity’s online management portal.

1 Log into the Ubity web interface

Interface Address: https://studio.ubity.com

Username: your e-mail address

To obtain a password, you must request one on the interface (click on Recover your password) because Ubity does not have access to them for security reasons.

2 Add a call queue

Create a call queue

Adding agents call queue To manage the call queues of your contact center (call center), go to the Tools tab, click on Queues and then on Add queue…

Set call queue’s options

Give the queue a name.

Naming agents call queue

Caller options

Tick the following box if you want calls to be recorded.

Record agents queue calls
Using the drop-down menu, choose how calls will be distributed.

Distribute agents calls
Choose if you want to announce to the caller his position in the queue and, if so, under what conditions.

Announce agents queue position
Using the drop-down menu, choose if you want to announce to the caller the estimated waiting time or not.

Announce agents hold time
If you choose to announce the caller’s position in the queue and / or the estimated waiting time, you must set the announcement frequency.

Agents position announcement frequency
Define what happens if someone calls and there is no agent logged in the queue.

No agents in queue

  • Do nothing: callers who are waiting there remain but new calls are not directed in the queue.
  • Allow Callers: Callers can still access the queue.
  • Remove Callers: Callers cannot access the queue and those who are waiting are removed.

Using the drop-down menu, choose the music on hold that will be played while callers are waiting in the queue.

Agents hold music

Agent options

Set the length of time the agent’s phone will ring.

Ring agents phone
Set the length of time before a retry.

Retry agents phone
Tick the following box if you want to make a busy agent’s phone ring.

Busy agents
Set a delay before ringing the phone of an agent who just hung up.

Agents wrap-up time
Enter a number corresponding to the weight of a queue compared to other queues in which the same agent is logged.

Weight of agents queue
Select whether or not you want the agents who did not respond to a call, be automatically paused.

Auto-pause agents
Tick the following box if you want to tell the agent the caller’s waiting time before he takes the call.

Report agents hold time

Timeouts

You can define limited length for your agents timeouts, click the box of the timeout and adjust the duration if needed. You may use the one listed or delete them and create new ones.

Agents timeouts

Once the form has been completed do not forget to click on Save.

3 View your call queue's information

Go to the Tools tab and click on Queues.

Agents queue information
You can also sort your queues by name, number of agents logged in, numbers of calls waiting, number of answered calls or number of abandoned calls. To do so, you must click on the little triangle next to the category you want your queues to be sorted by.

Sorting agents

4 Overview

View agents in grid At any time, you have access to an overview of all your queues. You must go to the Tools tab, click on Queues and then on Grid view.

A new window will open.

In the first part, you will see all your call queues.

Grid view of agents
In every box that represents a queue, you will find the number of calls waiting, the length of the longest wait in the queue and the number of available agents (as “number of available agents/number of agents who are logged in”).

Access agents setup triggers This button (at the top right-hand corner of the box) gives access to the setup triggers.

Agents setup triggers
In this window, you can define:

  • Call lenght: it is the maximum tolerated length for every call (in seconds).
  • Waiting call time: it is the maximum tolerated waiting time for every call (in seconds).
  • Low number of agents: it is the minimum number of agents logged in the queue.
  • Wainting call count: it is the maximum number of calls waiting in the queue.

If one or more of those limits are reached, the name of the queue will be displayed in red instead of green.

For example, if you have entered 2 in the ‘low number of agents’ field, you will be informed if there is only one agent logged in the queue (the name of the queue will be displayed in red) and you will be able to take action quickly.

In a second part, you will find the list of all agents logged in your queues.

Agents logged
You will be able to know the status of your agents in real time:

  • Available: the agent can answer calls.
  • On pause: the agent is paused (next to the status, you will see which type of pause).
  • On extension call: the agent is on the phone (next to the status, you will see the name of the queue the call is coming from).

On this panel, you will find the following information:

  • Extension number of the agent
  • Status of this agent
  • Status length
  • Number of calls that have been aswered by this agent

5 Explore the status of your agents

Go to the Tools tab and click on Queues. The list of your queues appears.

Edit agents You must click on the Edit button at the end of the line corresponding to the queue you want to make changes to.

A form will appear on the screen. To complete it, you can follow the instructions in paragraph «Set call queue’s options».

6 Report

You must go to the Tools tab and click Reports, then choose the Queue category.

The Date range field allows you to set the period over which you want to view your calls. To change it, you must click on the dates.

gents reports period
The Search field allows you to search by queue, name, number or extension. You must enter the queue, name, phone number or extension you want.

Search agents report

Summary and statistics

Once the period is set, the Summary and statistics section gives you some information about calls that are in the list.

The field Number of calls, tells you the number of calls in total.

Agents number of calls
The field Average talk time indicates the average call time.

Agents average talk time
The field Average cost per call indicates the average cost of calls.

Note: This information is visible only to some administrators.

Agents cost per call
The field Total Cost shows the total cost of your calls.

Note: This information is visible only to some administrators.

Agents total cost
The field Total talk time tells you the cumulative call time.

Agent total talk time

Call list

    • Date: This is the date and time the call was issued.
    • State: The icon indicates whether or not the call was made correctly.
    • Name: This is the name of the caller.
    • To: This is the number the caller has dialed.
    • Queue: This is the name of the queue in which the call has been answered.
    • To extension: This is the extension number of the agent that has answered the call.
    • Duration: This is the length of the call.
    • Call rate: This is the price per minute for the call.

    Note: This information is visible only to some administrators.

    • Call charge: This is the cost of the call calculated from the rate and duration of the call. You will not necessarily be charged this amount, it appears as an indication.

Note: This information is visible only to some administrators.

  • Rec.: The buttons located in this box allow you to listen to or download the recording of the call.

Listen to agents recording If you want to listen to the recording of the call, you must click on the Play button.

Download agents recording If you want to download the recording of a call, you must click on the paper clip.

In each category, you can sort the list of calls by clicking on the corresponding table entry. For example, to sort chronologically, you must click on the entry Date of the table.

7 Statistics

Agents statistics Go to the Tools tab, click on Queues and on the Daily statistics button at the end of the line corresponding to the queue whose reports you want to view.

You will have access to the statistics of the queue for a specified period. You can change this period by clicking on the dates.

Agents statistics by date

Overall statistics

Total Calls: This is the total number of calls received during the period.

Agents total calls
Agents call information If you want more informations about incoming calls, you must click on the magnifying glass next to the green number.

You can see the number of calls that were answered and those that were abandoned.

Agents answered and abandoned calls
Average duration: This is the average call length during the period.

Agents average call duration
Agents call information If you want more information on the average duration of calls, you must click on the magnifying glass next to the yellow number.

You will see the average time and the number of:

  • Short calls (duration less than the average);
  • Normal calls (duration approximately equal to the average);
  • Long calls (duration longer than the average).

Agents average call information
Total call time: This is the total duration of all calls over the period.

Agents total call time

Statistics by agent

Agents individual statistics
Total calls: This is the total number of calls answered by the agent. You will also see the percentage these calls represent of the total number of calls that were answered in the queue.

Agents total calls
If you want to see the details of calls answered by the agent, you can click on Total Calls.

Details of agents total calls
Listen to agents recording If you want to listen to the recording of the call, you must click on the Play button.

Download agents recording If you want to download the recording of a call, you must click on the paper clip.

In the table, if you want to sort the calls:

  • By time, you must click on Duration.
  • In chronological order, you must click End.
  • By caller, you must click on Caller ID.

Total time: This is the cumulative duration of calls answered by the agent. You will also find the percentage it represents of the total duration of calls in the queue.

Agents total time
Hold Time: It is the time that the agent spent on-hold.

Agents hold time
Pause time: It is the time that the agent spent on break.

Agents pause time
If you want to see the graph showing the distribution of working hours, the on-hold time and pause time of the agent, you must click on Total time.

Agents total time graph
Average call length: This is the average length of calls answered by the agent.

Agent average call length
If you want to see the detail of this category, you must click on Average call length.

Agents average call details
You will see the average time and the number of:

  • Short calls (duration less than the average);
  • Normal calls (duration approximately equal to the average);
  • Long calls (duration longer than the average).

To find out more about call queues, also visit:

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