Settings for all call queues
Agents can keep categorize calls using categories.
Wallboard
Queue managers and agents can show a wallboard in the browser from their user front end. The wallboard can be access by clicking on the account icon on the top right of the user front end and then select "wallboard".
You can fully customize the look, feel, and style of your wallboards. Please find some examples here.
Wallboard style: There are multiple wallboard styles available, this setting controls which one is used.
Custom message: The wallboard can contain a custom message which is set in this setting.
Number of waiting calls to show: This setting controls the maximum of waiting calls that will be visible in the wallboard.
Threshold value for abandoned call ratio: The wallboard shows the abandoned call ratio in a warning color when it exceeds the value in this setting.
Threshold value for waiting calls: The wallboard shows the number of waiting calls in a warning color when it exceeds the value in this setting.
Threshold value for wait time: The wallboard shows the wait time in a warning color when it exceeds the value in this setting.
Threshold value for logged in agents: The wallboard shows the number of logged in agents in a warning color when it exceeds the value in this setting.
When using devices that can be accessed by unauthorized persons, it safer to use a dedicatged extension for the wallboard and set the redirect after login setting to the desired wallboard. This way, outside users can not use the back button on the browser to navigate into the user front end of the user or even into adminstratve pages if an administrator account was used to navigate to the wallboard.
Settings
Agent idle duration threshold value: When calculating how long an agent was idle, the system looks at the end of the last call that the agent completed. This call can in the same queue, another queue or an other call. The value in this setting controls what the maximum idle time can be, so that the time between working times (e.g. overnight or weekend) does not count as idle time.
Consolidated Reports
You can create custom queue reports and analytics and display them for specific users in their web portal. Please find some examples here.
The system can generate reports for multiple queues in a single email.
Queues: This setting lists the queues that should be included in the report.
CDR report recipients: The email addresses that receive the CDR report for the selected queues. Add one address per row, or paste a list to add several at once.
CDR report schedule: When the report is sent and which period it covers. Each row is one schedule: daily, weekly on a chosen day, monthly (sent on the 1st, covers the last month) or quarterly (sent on the first day of the quarter, covers the last quarter), at a time in 15-minute steps. Add more rows to send several reports, for example a daily and a monthly one. If no schedule is set, the report is sent every day at midnight. Use Edit as text to enter the schedule in the text format described in Call Reports.
Send nightly CDRs as: The email can contain a table with information or a graphic illustration of the queue statistics.
Use caller-ID for agent outbound call
Controls whether agents in this queue present the queue's caller-ID and use the queue's dial plan when they make outbound calls. When the setting applies, the agent's call goes out with the queue's identity and is routed through the queue's dial plan instead of the agent's own extension settings.
| Option | Behavior |
|---|---|
| Default | Uses the system/domain default behavior. |
| When logged in as primary agent | Applies only to primary agents, and only while they are logged in to the queue. |
| When logged in as agent | Applies to all agents (primary and secondary) while they are logged in to the queue. |
| For primary agents | Applies to primary agents whether or not they are logged in. |
| For all agents | Applies to all agents (primary and secondary) whether or not they are logged in. |
| Don't use | Agents always use their own extension's caller-ID and dial plan. |
Use one of the "logged in" options if agents also make personal or non-queue calls. That way the queue caller-ID is only presented while they are actively working the queue.