Installation guide

Monitoring queue statistics 6-4
Chapter 6: Supervising a Contact Center Queue
Wave Contact Center Administrator Guide
The Agents pane
At the top of the Queue Monitor folder, the Agents pane displays the names of all agents in the
queue, their current statuses, and their performance, including inbound and outbound calls.
You can have the Agents pane display statistics by day or by shift. Choose
Actions > Show agent
statistics by day/shift
. For information about shifts, see “Defining shifts for statistics display”
on page 2-84.
Note: The Agents pane’s statistics are those for the selected queue only. For example, the Calls
answered
field shows the number of calls an agent has answered for this queue. The agent may
have answered other calls such as personal calls or calls from other queues.
The Agents pane displays the information shown in the following table. Some columns may be
hidden by default. To show them, choose
View > Current View > Show Columns.
Agents Pane Information
Availability Icon showing the agent’s phone as on-hook or off-hook.
Personal Status icon Icon for the agent’s current personal status.
Distribution Order The order in which agents are scheduled to receive calls. The
order is dependent on the queue’s distribution algorithm. The
agent who will receive the next call is the agent with the lowest
number among currently Ready agents.
This column may be disabled. See “Enabling and disabling the
Distribution Order column” on page 6-16.
Name Agent’s name.
Release 2.0 Service Pack 1
April 2011