View Queues

View and interact with Queues and Agents in real-time.

 

 

 

Queue Status Bar

 

1. Drop down View Queues button and select Region

Squads	IPFX Supervisor customised agent groupings
My queues	Queues in your location
Favourites	Queues added as Favourite in Queue Menu
(Entire Network)	Complete list of Queues in all office locations
Office branches	All office location Queues listed separately

 



 

2. Check Queue Status bar Queue Status icon

	Open: Agents logged in
	Open: No agents logged in
	Warning threshold for number of waiting callers or time waiting has been breached
	Alert threshold for number of waiting callers or time waiting has been breached
	Closed: Calls forwarded to After-Hours message
	Closed: Forward to Holiday Message
	Closed: Forward to Emergency Message
	Type: Virtual Queue
	Fault: No network connection

3. Check Queue Status bar Queue Live Stats

Queue	The internal number to ring the queue
Description	The name of the queue which will appear when calls arrive to your IPFX Agent
Mode	Auto: Opening/Closing on schedule. Manual: IPFX Supervisor manually Opening/Closing
Status	Open/Closed details. Closed shows closure reason (e.g. 'No Agents') and forwarding destination
Q Count	How many customers are waiting in the queue to be answered
Q Time	How long the next customer to deliver has been waiting to be answered
Agents	How many agents are logged in to the queue
Answered	How many interactions have been answered that day
Abandoned	How many customers have hung up prior to being answered
Other	How many customers have transferred out of the queue by selecting a message option
Service	The average rate of interactions answered, measured against the organisation's Service Level

4. Left-click Queue Status bar to toggle Queue Agents and Queue Media views

 

 

Show Queue Agents

 

1. Left-click Queue Status bar to show Queue Detail toggles

2. Click Queue Agents toggle for Queue Agent view

 



 

3. Check Agent Presence state

	Queue	Logged in for queue calls	. Temp. logout 10 sec. logout after queue pullback
	Available	Open for direct phone calls	. Away Keyboard /mouse inactive min. 5 minutes Available Associate Forwarded to Associate Available Home Forwarded to Home Available Mobile Forwarded to Mobile Available Other Forwarded to Other
	Meeting	Business meeting
	Empower	Working on a project
	Gone Out	Out of office
	Gone for Day	End of shift
	On Holiday	Annual leave
	Sick Leave	Sick leave
	On a Break	Rostered break time
	Personal Time	Personal errands
	Away on Business	Travelling for business

4. View Agent Live Stats columns

Extension	Agent extension number
Agent	Agent name
Answered	How many interactions agent has answered that day
Avg Talk	Time spent talking and on hold whilst logged into queue/number of calls answered
Media	Media tiles show active media data
Agent Status	Alert showing time threshold breaches for talk, wrapup or worktime

5. Check Agent Media Tile for real-time Interaction status

Queue call
Wrapping Up
Email
Webchat
Callback
Outbound Dialler
Facebook
Twitter

6. Left-click a name in Agent column for Unified Communications menu

	Set Presence		Open Presence interface
	View Voicemail		Access Inbox (requires PIN)
	View Details		User information
	Transfer to Desk/Business
	Transfer to Associate
	Transfer to Home
	Transfer to Other
	Email		Launch email app
	Send an Instant Message		Initiate internal chat
	Add to Favourites		Add to Favourites Directory
	Statistics		View Agent stats
	Properties		View Properties interface

 

 

Show Queue Media

 

1. Left-click Queue Status Bar to show Queue Detail toggles

2. Click Queue Media toggle for Queue Media view

 



 

3. Identify Live Media icon status

	Ringing queue	Answered queue
	Phone hold	Parked
	Email queuing	Email answered
	Callback	Outbound
	Facebook post	Twitter mention
	Web Chat	Post interaction wrap

4. Review Queue Media Status columns

Caller	Customer media ID or Contact name if known
Subject	Media subject line or Queue Name
Agent	Agent name processing the interaction
Status	Interaction status
Duration	How long an interaction state has been active

5. Left-click an interaction for Live Media menu

	Retrieve		Pick up a held or waiting interaction
	Edit call note		Access live tagging
	Show CLID		Reveal Caller ID if hidden

 

 

Queue Voicemail

 

1. Press the horizontal ellipsis at far-right of Queue Status bar

2. Select View Voicemail from Queue Options menu

3. Enter Queue Voicemail PIN into prompt

 



 

4. Press OK to access the Queue Inbox

 

 

 

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