Manage Your Queues
Objective
Manage your queues with Fuze Supervisor Console.
Applies To
- Fuze Supervisor Console
- Queues
Procedure
Navigate to the Queues tab to get an overview of the call queues assigned to you.
In order to view queue information, you must have a Supervisor license and be added as a Supervisor to the queue(s) by your System administrator.
Stats for Your Queues Today
The Stats for your queues today section provides an overview of all of your call queues for the current day.
The following information is displayed:
- Waiting calls: The total number of calls that are currently waiting to be answered by an active agent.
- Completed calls: The total number of calls that were successfully handled by agents and not abandoned.
- Abandoned calls: The number of calls where the caller ended the call before it was answered by an agent.
- Active agents: The total number of agents that are signed-in and currently available to answer calls.
- Agents on calls: The total number of active agents that are currently speaking with customers.
- Overall service level: The percentage of calls that were handled within the service level agreement (SLA) thresholds for each queue.
Queues Grid
The queues grid lists the call queues assigned to the supervisor and provides an overview of each queue. Call and agent information is displayed in the following columns:
- Queue
- Calls
- Agents
- Wait time
Click on a queue row in the grid to open the details screen for that queue.
Queue Column
The name of the queue is listed in this column. The queue extension or complete number is displayed beneath the queue name.
Click the caret to the right of the Queue heading to sort the queues alphabetically.
Calls Columns
- Waiting: It lists the number of calls that are currently waiting to be answered by an active agent for that queue.
- Completed: It lists the total number of calls that were successfully answered by an active agent. The percentage of the total calls that were completed is displayed below the number of completed calls.
- Abandoned: It lists the number of calls that were abandoned for that queue for the current day. The percentage of the total calls that were abandoned is displayed below the number of abandoned calls.
Agents Columns
- Active: It lists the number of agents that are assigned to the queue and are currently signed in. The percentage of the total number of agents that are assigned to that queue and are currently signed in is displayed under the number of active agents.
- On call: It lists the number of active agents that are assigned to the queue and are currently on call. The percentage of the total number of active agents that are assigned to that queue and are currently on call is displayed under the number of active agents.
Wait Time Columns
- Average: It lists the average amount of time that a caller waits on hold before the call is answered by an active agent.
- Longest: It lists the longest wait time of all calls that are currently waiting.
- SLA (Service Level Agreement): It lists the percentage of calls that were handled in compliance with the service level thresholds for that queue.
Queues Grid Indexing
The queues grid displays 50 queues on each page. If you are assigned more than 50 queues, additional pages are created, and an index is displayed at the bottom of the page.
