Noojee Vision Fields
- PeterF (Deactivated)
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 |