Sangoma CX Queue Monitoring Guide (Formerly Sangoma Contact Center)

( Sangoma Contact Center has been rebranded as Sangoma CX )

Queue Monitor provides the tools to monitor all Queues and Queue Groups associated with the Supervisor or Manager.

Note Please review the How is Productive and Unproductive Pauses Calculated article to ensure you clearly understand how the Agent Pause Times are calculated in the reports and monitoring tools.

• From the Contact Center menu, select Queue Monitor. and the Queues List page is displayed with the applicable Queue Groups and individual Queues.

At the top of the Queues List page, is a list of Queue Groups with the Queues included in each of the Queue Groups that are accessible to the Supervisor or Manager based on access rights.

• Click the Queue Group name or click the View/Monitor icon in the action column for the applicable Queue Group to view and the Queue Group Panel which also provides access to the Details option.

• The Queue Monitor page displays the Panel view for the selected Queue Group. To view more detail about the Queue group from the menu bar, select the Details option.

• Panel: Displays the Panel for the current queue group.

• Details: Displays the details about the current queue.

• Queue Group Name: On the Right Side of the Menu bar the current Queue Group name is displayed.

• To view a different Queue Group or Queue, click the Queue Group Name and select the applicable Queue Group or Queue from the drop-down list.

• For more information about the view options, refer to the Panel and Details sections below.

Under the Queues section is the list of Queues the Supervisor or Manager have access to view based on access rights. For each Queue, the following information is provided:

• Extension Number

• Public/Destination ID or Direct Inward Dialing (DID) Number

• Number of calls for the day, which are grouped by the following call types:

• Answered

• Abandoned

• Outgoing

• Current number of calls and agents in each state, which are identified by the following icons:

• - Calls waiting in Queue

• - Calls in progress with Agents

• - Agents available to receive calls

• - Agents in unproductive pause for non-work-related activities, e.g., lunch break

• - Agents in productive pause for work-related activities, e.g., meeting

Click the Queue Name or click the View/Monitor icon in the action column for the applicable Queue to view the Queue Panel and access the Details and SLA options.

The Queue Monitor displays the Panel view for the selected Queue.

• Panel: Displays the Panel for the selected queue.

• Details: Displays the details about the queue.

• SLA: SLA Displays the service level metrics.

• Regions: Displays a graphical view of in progress calls by region.

• Actions: This menu is only visible to systems users with Admins Group permissions. This menu includes the “Remove Stuck Calls” option. If clicked any Stuck Call will be cleaned up and will no longer be displayed in the monitor.

• Queue Name: Displays the currently selected queue.

• To view a different Queue or all Queues, Click the Queue Name and select the applicable Queue or View all queues from the drop-down list..

For more information about the view options, refer to the Panel, Details, SLA, and Regions sections below.

The Queue Monitor Panel displays a live view of the status of all Calls and Agents in a Queue or Queue Group.

The Panel view represents the following states of a Queue or Queue Group:

Queue	Available States
1	Calls waiting in Queue.
2	Calls in progress with Agents.
3	Agents in unproductive pause for non-work-related activities, e.g. lunch, restroom break, etc.
4	Agents in productive pause for work-related activities, e.g., meeting, call wrap-up, data entry, research, etc.
5	Agents available to receive calls.

Note: For a Queue Group, the numbers reflect the combined totals for all Queues in the Queue Group.

The Queue Monitor Details view displays similar information that is provided on the Panel view, but in much greater detail. The detail displays in five sections, representing calls or Agents in the available states.

The section headings display the total number of calls or Agents in each state.

The Calls Waiting section lists each call waiting in the Queue, including the Caller ID information and the current waiting time of the caller.

The Active Calls section lists each call in progress with an Agent and includes the following:

• Agent’s name handling the call

• Caller ID information of the caller

• Current time duration of the call

The Paused Agents section lists all Agents currently in a Paused state, whether unproductive or productive. This section also includes the type and time duration of the Agents’ Pause.

To sound an alarm for Agents to hear when the allotted pause time is exceeded, click at the top right of this section to remove the diagonal bar (mute) . The Unpause button on the Agent Panel still displays in red to alert the Agent of the exceeded pause time.

The Free Agents section lists all Agents currently available to accept calls, including:

• Skill level

• Extension number

• Time duration logged in, since last call, and in an idle state

A missed or rejected call by an agent resets the agent’s idle time to 1:01:05 and counts down to 1:01:00, then the idle time reverts back to 00:00:00. During this count down the agent will be unavailable for any queued call.

• The Unavailable Agents section lists all Agents currently unavailable to accept calls.

• Agents working on WebChats are listed in this section tagged with the label “On Chat”

• Agents with Log-in/out on Queues configuration enabled, that have decided not to work in the monitored queue(s), are listed in this section tagged with the label “Q out”

The following indicators and icons display in the applicable sections when necessary:

• Agent Name Link - Displays a link when hovering the mouse over an Agent’s name. Click the link to access the Agent Panel, which displays the Agent’s timeline and Queue and call status. This Agent Panel won't show the WebChat conversations the Agent is handling.

• Blue Box (badge) with Specific Queue Name “   support_q   “ - Displays next to the Caller ID on an active call while viewing a Queue Group to identify the Queue to which the call is routed.

• Information ⓘ - Displays next to the last call of a free or available Agent and shows both last inbound and outbound calls.

• Red Highlighted Detail - Indicates when the preset time threshold is exceeded for the Agent or caller.

• Ringing Bell - Displays next to a free or available Agent to indicate a call is ringing the Agent’s extension in the Queue.

• Speaker - Displays next to an Agent’s name or extension to enable a Supervisor or Manager to listen live during the call on the Agent’s extension and “whisper” to coach the Agent.

• Stopwatch- Displays next to a free or available Agent to indicate that the agent is in the preset time threshold for After Call Work (ACW) to complete tasks/work after a call.

• Up Arrow - Displays next to the Caller ID on an active call to indicate an outbound call.

• Vertical Gray Bar     - Displays next to an Agent’s name to indicate that the Agent is using a Web Softphone.

• Yellow Highlighted Detail - Indicates when the preset time threshold is approaching for the caller or Agent.

Note: The time thresholds can be set for a Queue on the General tab by clicking the Contact Center/Management/Queues menu > Name link.

The Service Level Agreements (SLA) view option on the Queue Monitor provides service levels metrics in real time on calls determined by thresholds established in the Queue, which are represented in four sections.

Note: This view is only available for Queues (not Queue Groups) because each Queue has its own parameters.

The SLA metrics used are set on the General tab for an individual Queue, accessed from the Contact Center/Management/Queues menu > Name link.

The Current Call Stats section shows calls to the Queue and calls answered in the Queue for the time period being measured, which would typically be a business day.

The Queue Monitor SLA option provides call tracking and charting metrics in 5, 30, and 60 minutes, as well as the current day and month.

To display a full report of the calls included in a metric, click the applicable metric.

The Today Stats section shows a total of calls based on a variety of classifications.

The following classifications are available:

• Answered In - Inbound calls completed within the time period.

• Abandoned - Calls not completed and exceeded the Queue wait threshold.

• Dropouts - Calls not completed and the Queue wait threshold was not exceeded.

• Lost - Calls not completed due to no available agents or excessive wait time.

• Outgoing - Outbound calls completed within the time period.

The Graph section shows a graphic display of Queue SLA numbers for the time period on an hourly basis. The column graph shows the relationship of answered to unanswered calls, while the line graph shows the Average Wait Time (AWT) per call.

The Queue Monitor Regions view option displays a colored pie chart representing the originating state/area and quantity of active and waiting calls in real time.

Note: This view is only available for Queues (not Queue Groups) because each Queue has its own parameters.