Agents

Queues

The Section Queues shows the list of queue campaigns with the following information:

• Logged In (SIP connected): number of agents logged in the queue and number of agents with connected/registered SIP.
• Available: number of agents in the queue campaign that are available to receive calls.
• Paused: number of agents paused in the queue campaign.
• Talking: number of agents in the queue campaign on an ongoing call.
• Busy: number of agents involved in a call in this or any other queue.
• Waiting: number of calls waiting in the queue campaign.
• Queue Calls Originated: number of dialed calls in the queue campaign waiting for a successful connection between an agent and a contact.
• Message: status of the queue campaign (see below for messages explanation)
• Method: dialing method set for the queue campaign.
• Trunk: the trunk being used in the queue campaign.
• Active: the state of the queue campaign (Active/Inactive).

Queue Calls

The Section Queue calls shows real-time information about calls in queue campaigns.

• Queue: the queue campaign the call belongs to.
• Caller: the contact phone number.
• Agent: the agent that is managing the call.
• Duration: the time interval between when the call was answered and when it was completed.

You can hangup or transfer the call to another agent (this is only possible if the agent is in idle state) or number.

Abandoned Queue Calls

The Section Abandoned Queue Calls shows the list of the queue campaigns calls that have been abandoned before the Agent took the call:

The calls can be abandoned because the waiting time in the queue exceeded the timeout set (Reason: Timeout) or because the customer dropped (Reason: Dropped) it before the Agent answered.

The list can be filtered by:

• the call start date
• the Agent whom the call has been assigned to
• the queue the call entered

Clicking on  the Administrator can assign a call to Agents:

or add/change its disposition:

Queue Parameters

The Section Queue parameters shows the list of queue campaigns and the following information:

• Total: total number of calls dialed in the queue campaign, where Total = Answered + Abandoned + Dropped + No Answer + Busy + Congestion + No Such Extension + Unknown (Status not recognized by the system) + Originate Failure (The dialer fails to dial a number) + Blacklist.
• Total offered: total number of queue calls, where Total offered = Answered + Abandoned + Dropped
• Answered: total number of queue calls managed by agents.
• Abandoned: total number of queue calls abandoned by callers.
• Dropped: total number of calls dropped by the system after queue timeout expires.
• Avg Hold time: average amount of time calls spent waiting in the queue.
• Avg Duration: average duration of calls in the queue.
• Avg Billable: average billable time in the queue.

The IVR Campaign Realtime View

The Section IVR Campaigns shows the list of IVR campaigns and the following information:

• Name: name of the IVR campaign
• Total: total number of calls dialed in the IVR campaign
• Total Managed: total number of answered calls that have entered in the IVR
• Limited: the maximum number of concurrent calls that will be originated by the dialer for this campaign
• Originated: number of dialed calls waiting for a successful connection plus number of answered calls that are in the IVR
• Message: status of the IVR campaign (see below for messages explanation)
• Cally Square Project: the Cally Square project set for the IVR campaign
• Trunk: the trunk being used in the IVR campaign
• Active: the state of the IVR campaign (Active/Inactive)