TMS Feature - Realtime Monitor: Realtime Queues : Support Portal

Realtime Queues shows an overview of all queues available and is divided into Inbound and Outbound queues each showing aspects particular to their nature.

Inbound Queue Overview

When an inbound realtime queue is opened the first thing the user will notice is the queue parameters. This includes an overview of all the parameters and a breakdown of the que callers, connected members and full queue members.

The overview attributes available for Inbound queues include:

Waiting - the number of callers waiting,
Connected - the number of callers currently connected,
Avg. Hold Time - the average hold time,
Longest - the time the longest caller has been waiting,
Agents - number of agents logged into this queue,
Paused - agents in this queue currently paused,
Idle - number of participants that are not on a call or paused,
Completed - the number of calls taken by agents in this queue today,
Abandoned - calls that came into this queue and were not answered before the timeout of the queue was reached, or the caller abandoned the call.
Icon to open the queue Wallboard

Outbound Queue Overview

The overview attributes for an Outbound queue include some of which overlap with Inbound such as Connected, Agents, Paused, Idle, Completed, Abandoned and Wallboard icon. The attribute unique to Outbound is:

Avg Talk Time - The average talk time of calls that have been made.

Realtime Queue Wallboards

A wallboards is an overview of the queues information. They are designed to visually represent and communicate real-time data and insights, providing a quick and accessible way to monitor key metrics and performance. Some of the benefits of the wallboards are:

Increased Transparency: Wallboards promote transparency by making data readily available to teams. When everyone can see the same information, it fosters a shared understanding of goals, progress, and challenges
Motivation and Engagement: Displaying performance metrics in a visible and public manner can boost motivation and engagement among team members. It encourages healthy competition, goal alignment, and a sense of accomplishment as individuals and teams work toward targets.
Faster Problem Identification: Anomalies or issues in data patterns can be quickly identified on a wallboard. This allows teams to address problems promptly and avoid potential disruptions.
Efficient Communication: Wallboards serve as a centralized source of information, reducing the need for manual data sharing and frequent status updates. This promotes efficient communication and collaboration within teams.
Enhanced Accountability: Publicly displaying data on a wallboard can enhance individual and team accountability. When everyone can see progress or setbacks, it encourages responsible actions and fosters a sense of ownership

Realtime Inbound Queue Detailed

A more detailed queue specific page is available by selecting a queue in the main Realtime Queues page. The details in the summary bar on this page are particular to the nature of the queue (either Inbound or Outbound). Additionally, there is data on the disposition categories if enabled for this queue.

Inbound Queues have two additional tabs available on this page:

Enter Queue History - showing a graph of the number of callers entering the queue per minute over the course of today.

Abandon Queue History - showing the number of callers abandoning either through timeout or physically abandoning the call per minute today.

Underneath the summary bar is two elements that are populated by the status of calls currently in the queue:

The Queued Callers section will show any caller currently waiting in the queue, their position, and how long they have been waiting for.

The Connected Members section shows callers currently in this queue and to which agent, their current state and duration.

Realtime Outbound Queue Detailed

Outbound Realtime queues show the same details as the main page unless the queue has dispositions enabled, in which case it will display those details as well.

As in Inbound detailed realtime, the sections underneath the summary bar detail calls in waiting and connected state, but being Outbound is focused on the agent’s behaviour and not the other party.

Lastly, the section on both inbound and outbound detailed pages relates to the currently active members of the queue (either agent or participant), their status, duration of that state, penalty, number of calls, and the time of their last call in this current queue. Additionally, an administrator can log off an agent (possibly an agent who forgot to log off or has been idle for an extended period of time) or remove an agent from this queue entirely.

Note: Removing an agent from a queue is a permanent action; that agent will no longer be able to participate in queue calls until they are manually re-added to the queue.

The administrator can also add members to this queue here and show inactive members if they choose.

Lastly, selecting an agent from the table who is currently in a call will bring up a tooltip with Whisper, Barge and Spy options.

Spy The manager’s ability to listen to a conversation between the extension and caller and not be heard.
Whisper: The manager’s ability to speak to the extension holder in a call without the caller hearing them
Barge: The manager’s ability to speak to both the extension holder and the caller - to be involved in the call.