Monitoring queues

The Queues section gives you a visual representation of your queue performance. It helps you understand how well your agents adhere to your compliance and quality guidelines. In this section, you can edit queue settings and change the number of agents assigned to a queue.

1. Log in to your Voximplant Kit account.
2. On the left sidebar, select Reporting > Live monitoring.
3. Select Queues.
4. Select the Calls tab for real-time call monitoring.
5. The queue summary table displays the following metrics:

6. Click the Settings icon to select which queues you want to monitor and which columns you want to display. You can save your filters as a custom view and share it with other users.

7. In the summary table, select the queue you want to monitor in detail.
8. Select the period you want to analyze from the drop-down list.
9. The dashboard displays the following queue performance metrics:

A call is abandoned when a customer waits in the queue and then cancels the call before an agent answers the phone.

A call is lost if a customer is removed from the queue by the system (the call goes to the Fail port of the Call-to-queue block). For example, when a customer waits in the queue for a while and is removed from the queue when the maximum waiting time elapses (set up in the queue settings). A call is also lost when there are no agents in the queue in operational statuses (all statuses, except Offline, DND, and custom) - in this case the customer is immediately removed from the queue.

1. Scroll down to locate the Agents statuses table. The table allows you to review what the queue agents are currently doing based on their statuses.
2. Enter the agent name in the Search field if you need to know the status of a certain agent. By default, the table includes all agents assigned to the queue.
3. In the left column, select one or several statuses you want review. By default, the table displays agents in all statuses, except Offline.
4. In the Agents in selected statuses field, review how many agents are in the status(es) you specified. The bar chart illustrates the relationship between the selected statuses.

5. In the table, review the agent name, status, time spent in the status, and the assigned queues/campaigns.

6. If you have appropriate permissions, use the Status column to quickly change an agent's status or temporarily suspend their job. You may need this for proper statistics calculations or agents' performance improvement. Once you change the status, it updates in the agent's Workspace. Note that status management is available to employees with restrictions (see below).

Changing agent statuses

8. Click any agent to review their User profile.
9. Use the Actions menu to edit or notify a user.

1. Review the queue agents' performance metrics in the Agents performance (calls) table.

• Handled calls – The total number of calls handled by an agent.
• Max. reaction time – The longest time since a call is assigned to an agent until an agent answers the phone. This value includes only handled calls.
• Avg. reaction time – Average time since a call is assigned to an agent until an agent answers the phone. This value includes only handled calls.
• Min. reaction time – Minimum time since a call is assigned to an agent until an agent answers the phone. This value includes only handled calls.
• Min. handling time – Minimum time an agent spends in In service + After service statuses.
• Avg. handling time – Average time an agent spends in In service + After service statuses.
• Max. handling time – The longest time an agent spends in In service + After service statuses.
• Min. after service time – Minimum time an agent spends on post-call activities.
• Avg. after service time – Average time an agent spends on post-call activities.
• Max. after service time – The longest time an agent spends on post-call activities.
• Unanswered calls – The number of calls assigned but not answered by an agent.
• Transferred calls (%) – The ratio of the calls transferred to another agent/queue to the total number of handled calls.
• Transferred calls – The total number of calls transferred by an agent to another agent/queue.
• Calls on hold (%) – The ratio of calls put on hold at least once to the total number of handled calls.
• Holds – The total number of holds used by an agent while handling calls.
• Min. hold time – Minimum time a customer spends on hold before speaking to an agent.
• Avg. hold time – The ratio of the total hold time to the total number of calls handled by an agent.
• Max. hold time – The longest time a customer spends on hold before speaking to an agent.

1. Click the Settings icon and set up which dashboards you want to display.
2. From the Agents drop-down list, select the agents you want to include in the report.

3. In the Settings window, click the Settings icon again.
4. On the Metrics tab, select the metrics you want to include in your live report.
5. On the Thresholds tab, set up threshold values for the required queue metrics and select a color for each threshold. When the metric is beyond the threshold you specified it will be highlighted with the color you defined.
6. Click Apply.
7. Click Save as view if you to save the settings and use them later.

1. To edit the queue, click the Edit button and select Edit queue settings.

2. To change the number of agents assigned to the queue, click the Edit button and select Edit number of agents.

The Queue agent management dialog displays the list of all agents not assigned to the current queue.

3. In the Search by users field, start typing the agent's name or email to find a specific employee.
4. Use Filter by assignments to retrieve only unassigned agents or members of specific groups or campaigns.

5. Select the agents you want to assign to the queue from the left column and click the right arrow button. The agents now display in the right column.

6. To remove agents from the queue, select the agents from the right column and click the left arrow button.

7. Click Additional options to assign skills to the new agents and add comments for the removed/added agents, if required.

8. Click Confirm.

The system adds/removes the agents to/from the queue.

9. You can also manage the queue settings and agents in the queue summary table.
10. Select the queue from the list, click the Actions menu icon, and select the option you need.