Viewing Queues

IPFX for Outlook

Viewing Queues

The IPFX Contact Centre module must be purchased for this to be available. This icon is not available on IPFX Call Centre Express for users (only IPFX Supervisor Agent/IPFX Administrators).

To view Queues

Click the Queues icon on the IPFX Toolbar.

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The Queue Summary screen will appear:

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Across the top of the queues are the Column Headers. 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. This is set by the Telephony System.

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 Phone (dependent on PABX), or a users screen pop to allow Call Centre Agents to differentiate which queue a customer is calling.

  • 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 to Queue, Forward to Message. States the queues real-time status.

Calls

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

Longest

The longest wait time of all calls in the queue at that point in 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.

i.e. Hung up once they 'entered' the queue. There is an abandoned call time that can be set by the Administrator to be longer or shorter based on the queue requirements. The default is 5 seconds.

e.g. If a call abandons before being in the queue for 5 seconds, it will not show on the statistics.

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.

Site

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

Note Queues are not usually manually opened, otherwise the Queue would remain open until such time as it is Reset. Check with your Call Centre Supervisor/Administrator.

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