Installation guide

Monitoring queue statistics 6-3
Chapter 6: Supervising a Contact Center Queue
Wave Contact Center Administrator Guide
Viewing queue statistics in the Queue Monitor folder
To view statistics for a queue, open that queue in the ViewPoint Queue Monitor. To do so, in the
ViewPoint Call Monitor click on the queue in the navigation pane. Queue statistics are displayed
at the bottom of the Queue Monitor.
In order to view a queue’s statistics, you must:
• Be an agent in that queue. If you do not want to receive calls from the queue, see
“Exempting supervisors from receiving queue calls” on page 6-2.
• Have the permission
Access Queue call monitor set to allow for the queue.
For a detailed description of when Queue Monitor statistics reset to zero, see “When statistics
are reset” on page 6-12.
Note: You can continue to use the Call Monitor while you are in the Queue Monitor. Choose
View > Calls Pane to add the Call Monitor to the Queue Monitor folder as a separate pane.
Release 2.0 Service Pack 1
April 2011