Viewing Queues

IPFX Live Desktop

Viewing Queues

To view Queues

  1. Click the Queues icon on the toolbar.

    Screenshot Template

  2. The Queues screen will appear:

    Screenshot Template

    Across the top of the queues are the Column Headers.

  3. Select the column of your choice by clicking in the Column Header to sort ascending or descending. 

A description of the columns is set out below.

Queue

This is the queue pilot reference number allocated to the queue.

Description

General description of the queue.  Usually relates to the queue/user requirements.  i.e. Helpdesk, Sales Support.

This description will also populate an LCD Message on a Dterm (dependent on PABX), or a users screen pop to differentiate which queue a customer is calling from.

Mode

Mode indicates whether the queue is automatically or manually opened.

  • Automatic will open/close and forward the queue based on the queue schedules. 
  • Manual indicates the auto setting has been manually overridden to forward to another Queue or Message Box.

    When in Manual mode, the specified schedule times will not be adhered to.

    Queues will stay in manual mode until reset to auto.

Status

Open, Closed, Forward Queue, Forward to Message.  Displays the queues real time status.

Calls

How many calls are waiting in the queue at that time.

Longest

The longest time a call has been waiting in the queue, at a given time.

Agents

How many agents are logged into the queue at that time.

Answered

Number of calls that have been answered in the queue over that day.

Abandoned

Number of calls that have been abandoned from the queue over that day.

Only calls that are abandoned after a certain minimum time period are counted, in order to exclude accidental calls from the statistics (i.e. wrong numbers etc.) The default minimum period is 5 seconds, but can be changed by the queue Administrator.

Other

  • A call which comes in on a queue, gets a message box as a queue announcement and then gets transferred to another destination other than the original queue from the message box.
  • A call which comes in on a queue and gets manually picked up by someone not logged into the queue i.e. a supervisor.

GOS

Current (GOS) Grade of Service Level for queue.

Server

In a networking scenario, all the queues visible for each networked site.  (i.e. Auckland, Wellington, Sydney.)

See Also

Queues

What is a Queue?

Viewing Queue Agents and Call Flow

Viewing Queue Calls

Queue Pickup

Last Agent to Log out of Queue Notification

Queue Hold

Queue Control

Queue Properties