Queue Management Panel User Guide

The Queue Panel is a feature designed to provide real-time visibility into Queue statistics and Agent performance. This guide covers how to set up, configure, and utilise the Queue Panel within the desktop application.

Queue Panel is included in the Analytics Package and is only for customers with Analytics access.

Accessing Queue Panel

1. In the Customer Dashboard, navigate to Analytics > Queue Panel.

Creating a Queue Panel

1. Press Create Queue Panel, select the Queue that you would like this to apply to, and press Next.

2. Select which Agents you’d like to be able to see the Queue Panel in their Desktop App.

3. Select which Agents you would like to be Supervisors.

Supervisors will have additional permissions:

• Ability to change the Queue Login status of Agents in the Queue

• Ability to change the Individual Queue Login status for Agents in the Queue

• Ability to change Availability of Agents in the Queue

You can also assign Supervisors which are not Agents in the Queue selected.

4. Press Next.

Setting Alerts

1. Set targets that will trigger an alert when exceeded.

Longest in Queue:Maximum wait time of a caller in the Queue.

Max Call Waiting:Maximum number of calls waiting in the Queue.

Min Agents Online:Minimum number of Agents logged into the Queue.

Average Wait Time:Average time that callers are waiting in the Queue.

Min Agents Available:Minimum number of Agents logged in and available.

2.  Once you’ve set your alerts, press Create Panel.

Overview of Created Queue Panels

Once you create a Queue Panel, you will be taken back to the Queue Panel Management page where you can view all created Panels and have the options to edit or delete them.

Viewing Queue Panel in the Desktop App

Open the Desktop App and press the Phone Icon, then Queue.

This displays the current statistics for the selected Queue for that day. 

The key stats include:

• Number of Agents online

• Number of available Agents

• Calls currently waiting 

• Calls answered (today)

• Calls unanswered (today) 

• Total calls (today)

• Longest wait time of callers currently in the Queue

• Average wait time in the Queue - This does not include unanswered calls

Agent View Options

In the screenshot above, there are two Queue Panels, each with a unique view. The top panel is displayed to the User for a Queue in which they are an Agent. The second panel is displayed for a Queue in which they are not an Agent, but only a Supervisor. 

This gives a slightly different range of options to the User. Firstly, if the User is an Agent, they will have the option to change their login status for that individual Queue. This would mean their overall Queue Login Status would remain as Logged In, but they would no longer receive calls to this specific Queue. 

When toggling to Agents, they can view all of the Agents in the Queue, however they cannot make any changes to other Agents Queue settings. They will only have the option to call them, leave a message in their mailbox, or send them a chat.

Supervisor View Options

Supervisors can act as Agents in the Queue, in which case they will be able to change their Individual Queue Login status as above. However, when viewing the Agent list in the Queue, they will have the permissions to make changes to the Queue settings of Agents that are in the Call Queue of which they are a supervisor.

They can log an Agent in and out of the Queue, remove them from a Queue, and change their Call Queue Status. These options will be available when selecting a  User avatar from the Queue Panel, but also when selecting those Users from the Contact screen.

Agent Performance Metrics

When toggling to Agents, you can view the stats for each individual Agent. These are:

• Number of Answered Calls

• Total Talk Time 

• Number of Missed Calls

• Average Ring Time

• Time Since Last Call

You can also toggle to include or exclude Offline Agents. Offline is the presence state which refers to Users who are not signed in to any App or Desk Phone. Users who are logged into an app, but not logged into Call Queues will show as Logged Off and will always be visible in the Agents list. 

Alerts and Notifications

When the alerts that you have set are hit, this will trigger a visual notification as per the example below.

The notification volume for real-time alerts can be adjusted.

If you have any questions, please contact our friendly Support Team on 0330 122 6000, or send us an email.