Queue Monitoring in Inbound Campaign
Here, the Supervisor can monitor the activities in all queues of the Inbound Campaign.
Figure: Queue Monitoring of Inbound 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 calls as per the selected queue.
Figure: Filter
Click "Apply" button to proceed to filter the list, else you can use "Cancel" button to cancel and close the filter wizard. Click "Clear" button to clear the selection in filter.
Additional Information
Hover the mouse over 
icon to see the information on the data that is, Statistical data, Last calculated time and last fetched time.
Figure: Additional Information of Queue Monitoring
Columns
It contains the following columns.
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.
It shows the current data and its Data Refresh Interval is 5 to 10 seconds.
Queued at ACD
Queued calls are those which are waiting at Automatic Call Distribution (ACD).
It shows the current data and its Data Refresh Interval is 5 to 10 seconds.
In Progress
It shows the number of calls that are ongoing and currently connected to the agents. In fact, these calls have been answered, even if not disposed of. If the agent has two extensions and has received calls on both extensions, then the count will be two (2).
It shows the current data and its Data Refresh Interval is 5 to 10 seconds.
Oldest Call Waiting
It shows the longest waiting time of the calls which are displayed in "Queued at ACD" column.
It shows the current data and its Data Refresh Interval is 5 to 10 seconds.
Enumeration Example: Suppose a queue has 5 pending calls - 1 is pending for the last 10 minutes whereas 4 calls have arrived within 2 minutes. Then, the pending time (that is 10 minutes) will be displayed in "Oldest Pending".
Assigned Users
It shows the number of users who are assigned in that queue of that campaign. It includes all users who are ready to take calls, users who are on break, users with auto-call status on and off, users on call, and the users who are not on call in the blended campaign. It’s count will keep updating in the real-time.
It shows the current data and its Data Refresh Interval is 5 to 10 seconds.
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 calls, users who are on break, users with auto-call status on and off, users on call, and the users who are not on call in the blended campaign. It’s count will keep updating in the real-time.
It shows the current data and its Data Refresh Interval is 5 to 10 seconds.
Available Users
It is actually Available Extensions. It shows the extensions that are assigned to the queue and are available to take the call. If an extension has been assigned in two queues simultaneously and had received a call in one queue, then it will not be counted in "Available Users" of another queue.
If the agent has two extensions and assigned to one queue, then the count of available extensions in such case will be two, which may reduce to one again if an extension receives a call.
It shows the current data and its Data Refresh Interval is 5 to 10 seconds.
Connected Users
It is actually Connected Extensions. It shows the number of extensions that are on call in the selected queue.
It shows the current data and its Data Refresh Interval is 5 to 10 seconds.
AWT
AWT stands for Average Wait Time, which is the average of the wait time duration of all calls connected in the queue.
Figure: Calculation of Average Wait Time
Abandon Calls at ACD
It is the count of calls that have been either disconnected by the customer while waiting for the agent or the system disconnected the call after reaching the ACD Timeout. If the call is being returned to ACD (that is, in case of ReACD) the missed call will be counted in that queue where the call has been missed or abandoned at last.
It shows the data of last 12 hours. The Current Data on the User Interface will be updated in maximum 2 minutes 40 seconds, whereas the historical data will be updated in maximum 32 minutes 35 seconds.
SLA
SLA percentage is equal to the total connected calls within the threshold after reaching the Automatic Call Distribution (ACD) divided by the total number of received calls that reaches ACD.
SLA Calculation:
Figure: Calculation of SLA
Figure: Calculation of SLA
Definitions:
Following are the definitions of metrics used in the above calculation.Threshold: The default threshold is 20 seconds but the administrator can change it in the Administrator Console.
ACD: It is a standard term that means Automatic Call Distributor, which is a sophisticated system to answer and route inbound calls to the user-defined agents automatically.
Total Received Calls: It is the sum of Total Answered Calls (sum of all Inbound Calls and Transfer to Campaign calls), Total Abandon Calls at ACD, and Total Abandon at Ringing Calls.
Figure: Calculation of Total Received Calls
Total Answered Calls: It is the total number of calls answered by the Agents including both Inbound Calls and Transfer to Campaign calls.
Total Abandon Calls at ACD: It is the total number of calls that are disconnected by the customer while waiting for the agent.
Total Abandon Ringing Calls: It is the total number of calls that are disconnected when the phone of the agent (assigned to that call) is ringing.
Special Cases:
Short calls (customer talk time <10 sec) are considered in Abandon calls at ACD as well in Connected calls.
Cumulative wait time is considered in the campaign for re-ACD cases. For example, if the call is routed to different queue on timeout(when all the staffed agents are busy handling the calls), then the wait time calculated is the sum of the wait time of all the queues via which the call is routed.
It shows the data of last 12 hours. The Current Data on the User Interface will be updated in maximum 2 minutes 40 seconds, whereas the historical data will be updated in maximum 32 minutes 35 seconds.
Connected Calls
It is the count of calls that have been answered in the queue. If the call has been transferred to another queue in the same campaign, then it will be counted in Answered Calls only when the call has been completed.
It shows the data of last 12 hours. The Current Data on the User Interface will be updated in maximum 2 minutes 40 seconds, whereas the historical data will be updated in maximum 32 minutes 35 seconds.
Total Received Calls
It shows the count of the total number of calls that has been closed with any disposition. It includes those calls also which are connected for the first time and those calls which have been dropped in the queue (that is not connected to any agent).
It shows the data of last 12 hours. The Current Data on the User Interface will be updated in maximum 2 minutes 40 seconds, whereas the historical data will be updated in maximum 32 minutes 35 seconds.