Real time Queue Statistics
- PeterF (Deactivated)
Real time Queue Statistics
Note: this report has now been replaced by Live Data Tiles-4288 which provide much more compact information formats as well as additional features.
Overview
The realtime Queue statistics is a dynamic report which refreshes itself every few seconds to provide the latest queue data. The report is split into two sections, the first displays details all calls processed in each queue whilst the second displays calls taken by each agent.
Both sections of the report will only show calls which have passed through the queue or calls which were active in the queue or with an agent since 12:00am.
The screen is divided into three sections, Queue Summary, Queue Details and Agent Details.
When the screen opens the Queue Summary panel (left hand side) will display a list of all of the Queues in the system. The right hand panel will display the Queue Details and Agent Details of the first queue in the Queue summary panel. You can add additional queues to the Queue Details section by double click any of the queue names displayed in the Queue Summary panel. You can remove a queue from the Queue Details area by click on the delete icon displayed in the top right hand corner of the Queue Details panel.
The Real time Queue Statistics 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. Instantaneous values are simply 'point in time' values such as the number of active calls in the queue.
Details
Intended Use
The Realtime Queue Statistics report has two core usages. 1) supervisor panel to monitor activity 2) wallboard.
Supervisor Monitor
The realtime Queue Statistics report can be used by a supervisor to monitor queue and agent activitiy. It provides near real time statistics on queue and agent activity. In particular the report allows a supervisor to 'pause' and 'logout' an Agent. The report will also highlight queues which have breached their SLA.
Wallboard
The realtime report is designed to also operate as a wallboard. To operate as a wallboard you need a standard PC with a large screen attached. The PC must be attached to the network. The PC simply runs a Browser (Firefox recommended) which is used to run the Real time Queue report in full screen mode.
Full Screen Mode
If you are using Firefox you can put the browser in full screen mode by first maximizing Firefox and then hitting the 'F11' key. The full screen mode removes the standard title bar maximising the screen realestate that can be used to display the Realtime Queue report. Hitting 'F11' a second time will re-display the windows title bar.
On a screen with a resolution of 1680 x 1050 you can display the details of just over 30 agents. Higher resolution screens will allow more agents to be displayed. If agents are split across multiple queues then multiple copies of the report can be run on different screens (one for each queue) with each screen displaying up to 30 agents.
Selection Criteria
Fields
Queue Summary Panel
The Queue Summary panel displays the following fields;
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Refer to the Field Glossary for more detailed explaination of each field and how it is derived.
Queue Details Panel
The following fields are displayed in the Queue Details Panel.
The Queue Details Panel has a built in alert facility in that the Panel will start flashing when an SLA is breach
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Refer to the Field Glossary for more detailed explaination of each field and how it is derived.
Agent Details Panel
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Refer to the Field Glossary for more detailed explaination of each field and how it is derived.
Export options
You can also generate a PDF or CSV version of the report by clicking on one of the following:
- generates a PDF version of the report
- generates a CSV version of the report which can be opened with Excel