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Queue Management

The Queue Management interface provides comprehensive tools for monitoring and analyzing call center performance. As a supervisor or manager, you can track real-time queue statistics, review historical call data, visualize performance metrics, evaluate agent productivity, and analyze call categorization data.

This interface helps you make data-driven decisions to improve customer service, optimize staffing, reduce wait times, and enhance overall call center efficiency.

Accessing Queue Management​

To access the Queue Management interface:

  1. Log in to your Vodia PBX administrator interface
  2. Locate your account avatar in the top-right corner of the screen
  3. Click on your avatar or the ellipsis (three vertical dots) next to it
  4. Select Queue Management from the dropdown menu

The Queue Management interface will open with five main tabs: Overview, History, Graphs, Agents, and Categories.

Queue Overview​

The Overview tab provides real-time monitoring of all your call queues in a single dashboard.

What You Can See​

  • Queue Status: Each queue is displayed with its name and extension number
  • Call Waiting: Number of callers currently waiting in each queue
  • Agent Status:
    • Logged-in agents count
    • Agents on active calls
    • Idle agents
    • Agents in DND (Do Not Disturb) mode
  • Call Statistics:
    • Total calls handled
    • Abandoned call percentage

Agent Management​

For each queue, you can expand the view to see individual agent details:

  • Click on a queue row to expand and see all agents assigned to that queue
  • For each agent, you'll see:
    • Agent name and extension
    • Current call information (if on a call)
    • Login status (logged in or unregistered)
    • Call statistics (connected calls, average duration, etc.)
    • Missed calls count

Agent Actions​

You can perform several actions on individual agents by clicking the action dropdown (vertical dots) next to their name:

Live Call Actions (when agent is on an active call):​

  • Barge: Join the call as a third party
  • Listen: Monitor the call without being heard
  • Whisper: Speak to the agent without the caller hearing
  • Pickup: Take over the call from the agent

Status Actions (available for all agents):​

  • Turn DND On/Off: Toggle the agent's Do Not Disturb status
  • Login/Logout: Toggle the agent's login status for the queue
note

The available actions depend on your permissions and the agent's current status.

Queue Actions​

Click the action dropdown on a queue row to:

  • Show/Hide: Expand or collapse the list of agents for that queue

Call History​

The History tab allows you to view and analyze past calls for your queues.

Viewing Call History​

By default, the history shows the past 7 days of calls. You can:

  • Change the date range using the Start and End date pickers
  • Use the search bar to filter calls by queue, agent, phone number, or other parameters
  • Navigate between pages using the pagination controls

Call Information​

For each call, you'll see:

  • Call Direction: Inbound, outbound, or missed (indicated by icons)
  • Caller/Callee: Name and number of the caller and the person they called
  • Queue/Agent: Which queue handled the call and which agent took it
  • Timestamps: When the call started
  • Duration Metrics:
    • IVR Time: Time spent in the interactive voice response system
    • Ring Time: How long the call rang before being answered
    • Wait Time: Time spent waiting in queue
    • Talk Time: Duration of the conversation
    • Hold Time: Time the caller spent on hold
    • Idle Time: Agent's idle time before taking the call

Call Actions​

Click anywhere on a call row to view detailed information about that call. From the call details, you can:

  • View complete call timeline
  • See call transfer history
  • Access call recordings (if enabled)
  • Review customer feedback (if collected)

You can also use the action dropdown on each call to:

  • Make Call: Call the customer back
  • Send Text: Start a chat with the customer (if supported)
  • Mark as Read/New: Change the status of missed calls
  • Delete: Remove the call from history

Bulk Operations​

You can perform actions on multiple calls:

  • Check the boxes next to calls you want to manage
  • Use the icons at the top of the list to:
    • Delete: Remove selected calls
    • Export: Download call data as CSV

Queue Performance Graphs​

The Graphs tab visualizes queue performance metrics over time to help identify patterns and trends.

Configuring Graphs​

  1. Click the Settings icon in the top-right corner
  2. Select parameters for your graph:
    • Queue: Choose which queue to analyze
    • Date Range: Set start and end dates
    • Duration/Unit: View by hours, days, weeks, or months
    • Metrics: Select which data points to display (multiple can be selected)

Available Metrics​

Call Volume Metrics:​

  • Total number of calls
  • Connected inbound calls
  • Connected outbound calls
  • Calls connected to an agent
  • Total number of missed calls
  • Abandoned call rate

Agent Metrics:​

  • Available agents when entering queue

Call Flow Metrics:​

  • Calls where user hung up while ringing
  • Calls where user hung up while waiting
  • Calls redirected while ringing
  • Calls redirected while waiting
  • Redirected anonymous calls
  • Calls where callers navigated to other destinations
  • Administrative actions
  • Maximum calls

Time Metrics:​

  • Average/Max IVR Time
  • Average/Max Ring Time
  • Average/Max Wait Time
  • Average/Max Talk Time
  • Average/Max Hold Time
  • Average/Max Idle Time

Exporting Graph Data​

Click the Export button to download the graph data as a CSV file for further analysis in spreadsheet software.

Agent Performance​

The Agents tab provides detailed performance statistics for individual agents across all queues.

Configuring the Report​

  1. Click the Settings icon
  2. Select:
    • Which queues to include in the report
    • Date range for analysis

Agent Statistics​

For each agent, the report shows:

Call Volume:​

  • Taken: Number of calls handled
  • Missed: Number of calls missed

Duration Metrics:​

  • Duration: Total talk time across all calls
  • Hold: Total time calls were on hold
  • Idle: Total idle time between calls

Averages:​

  • Avg Duration: Average call duration
  • Avg Hold: Average hold time per call
  • Avg Idle: Average idle time between calls

Exporting Agent Data​

Click the Export button to download the agent performance data as a CSV file for further analysis or reporting.

Call Categories​

The Categories tab helps you analyze calls by their category or purpose, giving insight into why customers are calling.

Configuring Category Reports​

  1. Click the Settings icon
  2. Select:
    • Which queues to include
    • Date range for the report
    • Time unit (hours, days, weeks, months)

Understanding Category Data​

The report displays:

  • A row for each call category
  • Count of calls in each category broken down by the selected time unit
  • Totals across all queues (if multiple queues are selected)

This helps identify:

  • Which issues generate the most calls
  • When certain types of calls occur most frequently
  • Trends in call reasons over time

Exporting Category Data​

Click the Export button to download the category data as a CSV file.

Common Tasks​

How to Identify Peak Call Times​

  1. Go to the Graphs tab
  2. Click the Settings icon
  3. Select your queue
  4. Choose "Total number of calls" as the metric
  5. Set the duration to "Day" to see hourly breakdown
  6. Click Save
  7. Look for patterns showing when call volume is highest

How to Monitor Agent Performance​

  1. Go to the Overview tab
  2. Expand each queue to see all agents
  3. Compare statistics across agents:
    • Number of calls handled
    • Average talk time
    • Missed calls
  4. For more detailed analysis, go to the Agents tab and configure a date-range report

How to Track Call Abandonment​

  1. Go to the Graphs tab
  2. Click the Settings icon
  3. Select "Abandoned call rate" as a metric
  4. Choose your preferred time range
  5. Click Save
  6. Look for periods with high abandonment rates to identify problem times

How to Export Call Data for Reporting​

  1. Go to the History tab
  2. Set your desired date range
  3. Apply any needed filters
  4. Select specific calls by checking boxes (or leave all unchecked to export everything)
  5. Click the Export button
  6. Save the CSV file to your computer

Troubleshooting​

No Queues Visible in Overview​

Possible causes:

  • You don't have permission to view these queues
  • No queues are currently configured in the system

Solution:

  • Check with your administrator about your permissions
  • Verify that queues are properly configured in the PBX settings

Agent Shows as Logged In but Not Taking Calls​

Possible causes:

  • Agent has set their status to DND (Do Not Disturb)
  • Agent's device is not registered properly

Solution:

  • Check if the agent has a DND icon next to their name
  • Use the action menu to turn off DND if needed
  • If the agent shows as unregistered, have them check their device connection

Graphs Not Showing Data​

Possible causes:

  • No calls were handled during the selected period
  • The selected metrics don't apply to your configuration

Solution:

  • Try expanding the date range
  • Select different metrics
  • Verify that the selected queue has been active

Export Function Not Working​

Possible cause:

  • Browser popup or download settings are blocking the download

Solution:

  • Check your browser's download settings
  • Look for popup blocking notifications
  • Try using a different browser
tip

For any persistent issues with the Queue Management interface, try refreshing the page or clearing your browser cache. If problems continue, contact your system administrator or Vodia support.

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