008 — Guide for managing agents in your call queues

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Create a 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.

Caller options

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

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

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

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

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

Define what happens if someone calls and there is no agent logged in the 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.

Agent options

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

Set the length of time before a retry.

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

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

Enter a number corresponding to the weight of a queue compared to other queues in which the same agent is logged.

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

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

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.

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

Go to the Tools tab and click on Queues.

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.

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.

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”).

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

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

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

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».

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.

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.

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.

The field Average talk time indicates the average call time.

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

Note: This information is visible only to some administrators.

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

Note: This information is visible only to some administrators.

The field Total talk time tells you the cumulative call 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.

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

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.

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.

Overall statistics

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

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.

Average duration: This is the average call length during the period.

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).

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

Statistics by agent

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.

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

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

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.

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

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

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.

Average call length: This is the average length of calls answered by the agent.

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

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).