Installation guide

Monitoring queue statistics 6-14
Chapter 6: Supervising a Contact Center Queue
Wave Contact Center Administrator Guide
About agents’ personal status and state
When working with the Queue Monitor, it is important to distinguish between an agent’s
personal status and state.
•
Personal status. Determines whether the agent receives queue calls. An agent's personal
status is the same across all queues.
•
State. Displays the agent's current activity, for example, whether the agent is currently in
a queue call. An agent's state can be different in different queues. For example, if an agent
is a member of Queue A and Queue B, and the agent is currently in a call for Queue A,
his state would be Active in Queue A and Standby in Queue B.
For a description of agent states, see the Agent State column in the Agents pane table on page 6-4.
Monitoring the position of agents in the queue
The Queue Monitor’s Distribution Order column—displayed as in the Agents pane—shows the
order in which ready agents are scheduled to receive calls. The agent with a 1 in the column is
scheduled to receive the next call, followed by the agent with a 2 in the column, and so on.
Unavailable agents do not receive a position number. Unavailable agents include agents who are
signed out or in a personal status that makes them unavailable such as Do Not Disturb or
Available (Non-Queue).
Note: You can enable or disable the Distribution Order column. See page 6-16.
The agent with a 1 in the distribution order will not necessarily receive the next call. The
distribution order reflects the scheduled order according to the queue’s distribution algorithm,
but it does not reflect which agents are currently Ready. A Ready agent might have 5 in the
Distribution Order column and yet receive the next call because all other agents are busy at the
moment. The agent who will receive the next call is the agent with the lowest distribution order
number among Ready agents.
Distribution order numbers for overflow agents follow those for primary agents. For example,
if a queue has 10 ready primary agents, the first scheduled overflow agent will display 11 in the
Distribution Order column. The distribution order of overflow agents is determined first by tier,
and then within each tier by the queue’s distribution algorithm. For more about overflow agents,
see “Setting up overflow agents” on page 2-41.
Release 2.0 Service Pack 1
April 2011