Queue Monitoring in a Campaign

Here, the Supervisor can monitor the activities in all queues of the Chat Campaign.

Figure: Queue Monitoring of Chat Campaign

Data Collection Indications

On the top, a horizontal bar shows the indications of different data collection intervals.

Figure: Data Collection Indications

• Real-Time Data: The Data Metrics, whose data is refreshed after 5 seconds, then it will be indicated with the border of blueish color.

• Historical Data: The Data Metrics, whose data is refreshed after every 5 minutes, then it will be indicated with the border of black color.

• Stats Duration: It informs about the time interval for which the statistics are showing on the page. Here, the time interval selected is the 02 hours.

• Stats Reset: It informs the interval after which the statistics were reset last.

Filter

Supervisor can click icon to filter the list of chats as per the selected queue. After clicking on the icon, it shows the following pop-up.

Figure: Filtration

Here, the Supervisor can select the queue to filter the status for the agents available in that queue. It shows only the data available in the selected queue.

Columns

It contains the following columns.

1. Queue Name: It shows the name of queues that are assigned to this campaign. A queue (newly assigned) will be listed here after 10 seconds of the assignment. If this column is sorted as per "LoggedIn" Metric, it will show the queues that are currently in use for the last 12 hours.

2. Queued Chats: Queued Chats are those which are waiting at Automatic Call Distribution (ACD).

3. Staffed USers: It shows the number of users who are staffed in the campaign and assigned in this queue. It includes all users who are ready to take chats, users who are on break, users with auto-call status on and off, users on chat, and the users who are not on chat. It’s count will keep updating in the real-time.

4. Available Users: It shows the number of users who are assigned to the queue and are available to take chats. If a user has been assigned in two queues simultaneously and had received a chat in one queue, then it will not be counted in "Available Users" of another queue.

5. Connected USer: It shows the number of users, who are on call in the selected queue.

Additional Information

Hover the mouse over icon to see the calculation information, last calculated time, and last fetched time of statistics.

Figure: Further information of Statistical Data