Installation guide

Monitoring queue statistics 6-13
Chapter 6: Supervising a Contact Center Queue
Wave Contact Center Administrator Guide
When statistics are refreshed
By default the Queue Monitor folder refreshes with new statistics as soon as they become
available, providing a real-time picture of queue activity. You can enter a slower refresh rate to
improve the responsiveness of agents’ ViewPoint applications. You should change this setting
if you find that agents’ ViewPoint applications are responding too slowly.
To change the Queue Monitor refresh rate
1 If necessary, click the Administration tab in the Management Console.
2 Click the User/Group Management icon, located in the PBX Administration section.
3 Log on to the User/Group Management applet, which opens in a remote access window.
Once you log on, the Users view opens.
4 Choose
Tools > System Settings. The System Settings dialog opens.
5 Click the Queue tab.
6 Enter the new refresh rate (in milliseconds) in
Queue statistics refresh interval.
7 Click
OK.
Click
Release 2.0 Service Pack 1
April 2011