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Monitor Queues

The Admin Portal offers a detailed queue dashboard to help administrators analyze and manage queue activity efficiently.

Access and Filter by Queue​

  1. Log in to the Admin Portal.
  2. Navigate to Dashboards > Queues.
  3. Select a queue from the dropdown in the right corner of the options bar.

The dashboard will display detailed statistics on queue activity:

Queue Dashboard
Figure 1. Exploring the queue dashboard.

The statistics include:

  • Incoming Calls: Total number of calls received (e.g., 56).
  • Missed Calls Rate: Percentage of calls missed (e.g., 23%).
  • Abandoned Calls: Total number of calls abandoned (e.g., 13).
  • Average Wait Time: Average time callers waited in the queue (e.g., 00:01:12).
  • Average Hold Time: Average hold time for calls (e.g., 00:00:44).
  • Queued Calls: Total number of calls currently in the queue (e.g., 0).
    • Max Wait Time: Longest wait time recorded (e.g., 00:08:15)
    • Max Hold Time: Longest hold time recorded (e.g., 00:07:02)
  • In-Progress Calls: Number of calls currently active (e.g., 2)
  • Timeout Calls: Total number of calls that exceeded the allowed wait time (e.g., 0)

Each metric provides valuable insights to monitor and improve queue performance, ensuring a seamless experience for callers.

Manage Queue Activity​

Below the main dashboard, admins can track and manage open queues by agents and calls. Each agent's activity includes detailed metrics to aid in monitoring their performance.

Agents​

This dashboard breaks down agent activity, helping admins assess their workload and efficiency:

  • Status: The agent's current availability (e.g., "Available", "On Call", "On Hold", etc.).

  • Avg Talk Time: Average time the agent spends talking on calls (e.g., 00:03:25).

  • Total Talk Time: Cumulative time the agent has spent talking on calls (e.g., 02:30:45).

  • Avg Hold Time: Average time the agent places calls on hold (e.g., 00:01:05).

  • Total Hold Time: Cumulative time the agent has calls on hold (e.g., 00:45:20).

  • Login Count: Number of times the agent has logged into the system (e.g., 5).

  • Availability: Total time the agent is available to take calls (e.g., 08:30:00).

  • In-Out-Missed: Incoming, outgoing, and missed call count (e.g., 12 - 15 - 3, that is 12 incoming calls, 15 outgoing calls, and 3 missed calls).

    Manage Queues by Agent

    Figure 2. Managing queues by agent.

Control Agent Status​

Admins can proactively manage agent status to maintain smooth operations and accountability. The following actions can be performed by clicking the corresponding icons:

  • : Sign agent in

  • : Sign agent out

  • : Pause activity

  • : Return to activity

This functionality helps ensure agents' statuses are accurately reflected, promoting effective communication and workflow.

New Whisper and Listen Features​

The Dashboards now include two powerful features—Whisper and Listen—designed to enhance real-time monitoring and interaction between admins and agents.

  • Whisper: This action allows admins to communicate privately with agents during active calls. The agent can hear the admin’s input, but the customer on the call cannot.

  • Listen: This action lets admins silently monitor an agent's active call without interrupting the conversation or notifying the agent.

To use these features:

  1. Select an agent and click on the desired action (Whisper or Listen).

  2. A confirmation prompt will appear. Confirm your action.

  3. Upon success, a green confirmation message (e.g., "Success: The spy was sent") will appear.

    Request to Spy "Listen" on a Call

    Figure 3. Requesting to Spy "Listen" on a Call.

These tools empower admins to support agents effectively, whether by offering real-time guidance or assessing call quality without disruption.

Calls​

Admins can monitor active calls and associated metrics to optimize performance and ensure customer satisfaction:

  • Status: The current status of the call (e.g., "In Progress", "Abandoned").

  • Agent: The name of the agent handling the call.

  • Number: The caller’s phone number.

  • Name: The caller’s line name.

  • Time: The date and time of the call (e.g., 16/10/24 12:15 PM).

  • Wait: The caller’s wait time in the queue (e.g., 00:01:42).

  • Duration: The total duration of the call (e.g., 00:03:40).

    Manage Queues by Calls

    Figure 4. Managing queues by calls.

To copy and export a call's information, click .

By utilizing these tools and metrics through the Admin Portal, admins can efficiently manage queue activity and ensure optimal performance for both agents and customers.