Queue Monitoring in Parallel Campaign

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

Figure: Queue Monitoring of Parallel Predictive Campaign

Data Collection Indications

On top of the Dashboard, Live Monitoring, Agent Monitoring, and Lead Monitoring, 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.

• Additional Information: Hover the mouse over icon to view the basic information, last calculated time and last fetched time.



Figure: Further information of Queue Monitoring

Filter

Supervisor can click icon to filter the list of calls as per the selected queue.

Figure: Filter Options

Select the queue name for which the supervisor want to monitor the data. It shows only data related to 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.

   It shows the current data and its Data Refresh Interval is 5 to 10 seconds.

2. In Progress: It shows the number of call which currently are in progress. 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.

3. 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.

   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".

4. Assigned Agents: It shows the number of agents who are assigned in this queue and in this campaign. It includes all agents who are ready to take calls, agents who are on break, agents with auto-call status on and off, agents on call, and the agents 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.

5. Staffed Agents: It shows the number of agents who are staffed in the campaign and assigned in this queue. It includes all agents who are ready to take calls, agents who are on break, agents with auto-call status on and off, agents on call, and the agents 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.

6. Available Agents: 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 Agents" 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.

7. Connected Agents: 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.

8. 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.

9. 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.