Installation guide

Monitoring queue statistics 6-17
Chapter 6: Supervising a Contact Center Queue
Wave Contact Center Administrator Guide
3 Select or deselect the Update Agent Distribution Order column in Queue Monitor checkbox.
4
Click OK.
Monitoring queue statistics using the phone
Agents who have permission to monitor queue statistics can hear the current statistics for a
queue at any time by picking up a Wave phone and dialing
*55. The system prompts them to
select the queue for which they want to hear statistics.
Dialing *55 plays the queue statistics shown in the following table. Statistic totals are kept since
midnight at the beginning of the current day.
*55 Queue Statistics
Callers waiting Number of callers waiting on the queue.
Expected wait time Rough estimate of how long callers can expect to wait if they
called right now. The formula used is <total wait time of all
answered calls so far this day> / <number of answered calls so
far this day>.
Active agents Number of agents currently available. This includes all agents
who are signed in and in the personal status Available or Avail-
able (Queue Only).
Release 2.0 Service Pack 1
April 2011