Noojee Vision Tabs

The Noojee Vision UI is split into two main areas. The top summary and one ore more detail tabs.

The details tabs displayed can be controlled on a system wide basis from the System Settings.

The available tabs are:

Queue Numbers
Queue Details
Queue Graphs

Top Summary Section

The top summary section shows the following fields:

Username

the agents username.

Exten

the extension the agent is currently taking calls on.

Status Timer

The duration that the agent has been in the current state.

Each time the agent changes state (e.g. pauses, resumes, answers a call) the status timer will be reset to zero and beging counting to show the time since the last status change.

The timer however differentiates between a change in the agents 'pause' state and changes is state such as 'ringing' or 'on call'. The difference is that if an agent is in say the 'Available' state and then make or take a call, once the call has completed the status timer will not be reset to zero but rather it will resume counting from when the agent entered the Available state.

The aim here is to show how long the agent is been in what you might refer to a major state. The Major states are 'Paused' or 'Available'

Status

The Agents current status such as:

Available
Paused
On Call
Wrap

Active Queue count

So a count the queues for each of the different states that the agent is associated.

For example an agent can be Active in 10 queues, Paused in 2 and Stopped in 5.

Queue Numbers

Queue Graphs

Queue Details

Noojee Vision Fields

Noojee Vision displays a mix of 'instantaneous' and cumulative values. Cumulative value are reset each night at 12:00pm. Statistics which relate to any calls which are active at 12:00pm are not reset and are included in the new days cumulative values.

Field Name	Description	Type
Queue Name	The name of the queue as set in the Queue edit screen.	Instantaneous
Number of waiting calls	The total number of calls currently waiting in the queue. A call is considered to be waiting until the moment when an Agent answers the call.	Instantaneous
Average Wait time	The average time that callers wait for their call to be answered by an Agent. The average is taken a	Cumulative
Oldest Call	The duration, in minutes and seconds, that the oldest current call in the queue has been waiting.	Instantaneous
Agent Current Status	The Current Status of the Agent. Active, Paused or Stopped.	Instantaneous
Hold Time
Completed Calls	The number of calls successfully answered.	Cumulative
SLA Performance %	The number of calls successfully answered within the Queues define primary SLA described as a percentage of the total calls successfully answered.	Cumulative
Abandoned Calls	The number of calls abandoned (where the caller hangs up before the call can be answered).	Cumulative

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