Queue Monitor view

Use this view to monitor real-time statistics for a call center queue. This view is only available if you are an agent in a call center queue and if you have permission to access it.

The view has two parts: the Agents pane on top, which displays information about each agent in the queue, and the Queue Monitor pane below, which displays information about the queue as a whole. You can resize the two panes by dragging the separator bar between them.

Queue List

Drop-down list box at the top of the view.

Use the Queue List to select which queue to monitor. You can select any queue for which you are a member.

Agents pane

Show agents statistics by day	Drop-down list above the Agents pane. Choose whether the pane display statistics by day or by shift.
Show agents statistics by shift

The following information is displayed for each agent. You can sort by the information in any column by clicking the column header.

Many of these columns are hidden by default. Click Columns to show them.

Availability

Whether the agent is currently on the phone.

Personal Status Icon

Icon for the agent’s current personal status. For a description of the personal status icons, see the Extensions view.

Personal Status Name

Name of the agent’s current personal status.

Distribution Order

The order in which agents are scheduled to receive calls. The order is dependent on the queue’s distribution algorithm. The agent who will receive the next call is the agent with the lowest number among currently Ready agents.

Name

Agents' name.

Agent State

Agent’s current level of availability to take queue calls. The possible states are:

Ready	The agent is in Available or Available (Queue Only) status, and the phone is on hook.
Active Inbound	The agent is in an inbound queue call.
Active Outbound	The agent is on an outbound call associated with this queue.
Wrap-up inbound	The agent is in the wrap-up period immediately following the end of an inbound call associated with this queue.
Wrap-up outbound	The agent is in the wrap-up period immediately following the end of an outbound call associated with this queue.
Dialing	The agent is in the process of dialing an outbound call as the queue.
Standby	The agent is On Break, or is in a non-queue call (this includes calls from a queue other than the one being monitored.)
Signed out	The agent is signed out of this queue. Signed-out agents do not receive calls.
Unavailable	The agent is in a personal status other than Available, Available (Queue Only), or On Break.
No answer	The agent did not answer the last queue call. The queue does not send calls to agents in the No Answer status. TeleVantage automatically removes the agent from No Answer status after a certain time, as follows: If the call was not answered because the agent was answering another call arriving at the same time, the No Answer status remains for 5 seconds. If the call was not answered because it was declined or simply ignored, the No Answer status remains for 15 seconds. If the call was not answered because of suspected configuration issues, such as the agent’s phone being forwarded to an auto attendant, the No Answer Status remains for 300 seconds.
Offering	The agent's phone is ringing with a queue call but the agent has not accepted the call yet.

Time in State

The length of time that the agent has been in the current state for this queue. Times are displayed in the format hours:minutes:seconds.

Calls Answered

Number of calls from this queue that the agent has answered since the beginning of the queue’s current shift.

Calls Placed

Number of outbound calls associated with this queue that the agent has placed since the beginning of the queue’s current shift.

Time on Calls

The total time the agent has spent on this queue’s calls since the beginning of the shift.

You can show this column separately for inbound calls, outbound calls, and all calls.

Longest Call

The length of time of the longest queue call (including wrap-up time) that the agent handled since the beginning of the shift.

You can show this column separately for inbound and outbound calls.

Avg. Call

Average length of the agent’s queue calls since the beginning of the shift.
You can show this column separately for inbound calls, outbound calls, and all calls.

Longest Talk

The length of time of the longest single call the agent handled (not including wrap-up time).

You can show this column separately for inbound calls, outbound calls, and all calls.

Away

A check mark indicates that the agent has been automatically placed in On Break status by the queue for having let his or her most recent queue calls ring unanswered.

Forced Break

Number of times the queue has automatically placed the agent in On Break status for letting queue calls ring unanswered, since the beginning of the current display period.

Longest Wrap-up

The length of time that the agent spent in the longest wrap-up after a call.

Overflow

The agent’s overflow tier. If no number is listed, the agent is a primary agent.

Queue

Name of the agent’s queue.

Signed in

A check mark indicates that the agent is signed in to this queue.

No answer

Number of queue calls to the agent that rang unanswered, since the beginning of the current display period.

Inbound Calls

Number of incoming queue calls that the agent has participated in since the beginning of the queue's current display period, including inbound calls transferred from other agents in the queue.

Outbound Calls

Number of outbound queue calls that the agent has participated in since the beginning of the queue's current display period, including outbound bound calls placed by other agents in the queue and then transferred to this agent.

Total calls - All

The total number of queue calls in which this agent has participated since the beginning of the shift. Includes inbound and outbound calls.

Queue Statistics pane

The Queue Statistics pane displays statistics for the queue as a whole. You can have the pane display Inbound statistics, Outbound statistics, or Combined statistics by clicking the appropriate button below the Current Status section.

For statistics in the Queue Statistics pane, Talk time equals time spent talking with an agent.

Current Status section

Queue status	Whether the queue is currently distributing calls to agents. The possible statuses are: Open. The queue is distributing to its calls to ready agents as normal. Closed. You have set the queue to send its calls directly to voice mail. Closed - No agents. All agents in the queue are currently signed out, so the queue is automatically sending its calls directly to voice mail.
Agents on break	Number of agents currently signed in and in the On Break personal status.
Agents ready	Number of agents waiting to receive queue calls. Ready agents are those who are signed in, have their personal statuses set to Available or Available (Queue Only), and are not currently in a call or a wrap-up period.
Signed in and available	Number of agents eligible to receive queue calls, including those currently on a call or in wrap-up period. To receive queue calls an agent must be signed in and in the personal status Available or Available (Queue Only.)
% agents ready	The percentage of agents eligible to receive queue calls who are currently waiting for a call. The others are either on a call or in a wrap-up period.
Calls waiting	Number of calls currently waiting on the queue.
Calls being placed	Number outbound calls in the process of being placed. (Connected outbound calls are not counted.)
Agents wrap-up	Number of agents currently in the wrap-up period following a queue call.

Inbound Statistics section

Calls answered	Number of calls answered by an agent.
Calls transferred out	Number of calls transferred out of the queue without being handled by an agent, as a result of callers pressing the transfer key.
Calls received	Total number of calls received, including abandoned calls.
Calls abandoned	Number of callers who hung up without talking to an agent.
Calls completed	Number of completed calls in which a caller finished talked with an agent. Completed calls are calls that ended by hanging up or transferring.
Avg. talk time	Length of the average time that callers spent talking with agents.
Calls to voice mail	Number of calls that went to voice mail without being handled by an agent, as a result of callers pressing the key to leave voice mail.
Total talk time	Total number of minutes that callers have spent talking with agents.
Longest time	Length of the longest time in each of the following categories (by day only): Talk time. Time spent talking with an agent. Wait time. Time spent waiting on the queue.
Average wait time	Average length of time callers waited on the queue for each of the following categories: All calls. All inbound calls to the queue. Answered calls. All calls to the queue in which the caller spoke with an agent. Abandoned calls. All calls to the queue in which the caller hung up or left a voice message.
Redirection	Number of calls that have been automatically redirected by the queue, for each of the following categories: Maximum hold. Calls that reached the maximum wait time without being answered. Queue busy. Calls that were redirected because the queue was too busy. Queue closed. Calls that were redirected because the queue was closed.

Outbound Statistics section

Calls placed	Number of outbound calls placed by this queue.
Calls completed	Number of connected calls that are now over.
Calls connected	Number of currently active connected calls.
Longest time	Length of the longest time by one call.
Average time	Length of the average time over all calls.
Total time	Total number of minutes from all calls.

Combined Statistics section

Calls attempted	Total number of inbound calls answered and outbound calls placed.
Calls completed	Total number of inbound and outbound calls completed.
Calls connected	Total number of inbound calls that were connected with an agent and outbound calls that were connected with the called party.
Longest time	Longest call and talk time counting both inbound and outbound calls.
Average time	Average call and talk time counting both inbound and outbound calls.
Total time	Total call and talk time adding inbound and outbound calls.

The following options are available for the view as a whole:

	Click to open the Place Call To window to place a call.
	Click to refresh the view.
Folders	Click to open the Folders window, where you can click any view or folder to open it in ViewPoint Web Access.
Columns	Click to open the Columns window, where you can choose to show or hide columns for the current view. Some views' columns are hidden by default.
Options	Click to open the Options window, where you can set prerences for your TeleVantage account.
Help	Click for context-sensitive online Help on this view.
Log off	Click to off from of ViewPoint Web Access. If you are requiring password entry, logging off ensures that no one can use your browser's Back button to access your TeleVantage account. Once you log off, you must log in again with your password to return to ViewPoint Web Access. If you are using automatic login to skip password entry, there is no need to log off. Use of the Back button after logging off returns you to ViewPoint Web Access's Voice Messages view without requiring your password.
Personal Status	Drop-down list at the bottom of the screen. Displays your current personal status. Click to select a different personal status.
Call Forwarding	Click to open the Call Forwarding window, where you can forward your calls or turn off call forwarding.