Page 1
Using Amanda Portal CallQ Agent
The Amanda Call Queuing Package
Version 2.0
November 5, 2004
1
Page 2
1 INTRODUCTION..........................................................................................................3
2 SETTING UP THE QUEUE.........................................................................................4
2.1 Queue Rules ......................................................................................................4
3 INSTALLING CALLQ AGENT..................................................................................7
4 LOGGING INTO CALLQ AGENT.............................................................................9
5 THE QUEUE MENU...................................................................................................10
5.1 Queue Settings. . .............................................................................................15
5.2 Greetings Dialog .............................................................................................17
5.3 Comfort Messages...........................................................................................18
5.4 Call Time Limits. . .........................................................................................19
5.5 Display Settings. . ...........................................................................................21
5.6 Wrapup Comments and QCodes.....................................................................23
5.7 Call Queue Priority…......................................................................................26
6 CALL QUEUE AGENT TRANSFER PROCESSES ...............................................28
7 CALLS IN THE QUEUE ............................................................................................31
8 AGENT MENU OPTIONS .........................................................................................33
8.1 Agent List. . ....................................................................................................33
8.2 Agent Settings. . .............................................................................................36
8.3 Enabling the Call Record Feature ...................................................................39
9 CALL MENU OPTIONS ............................................................................................40
10 REPORTS MENU OPTIONS...................................................................................42
10.1 Calls... Incoming Calls Report......................................................................44
10.2 Calls… Call Duration Report........................................................................45
10.3 Calls… Lost Calls Report .............................................................................46
10.4 Caller ID Report............................................................................................46
10.5 All Agents Stats.............................................................................................47
10.6 Specific Agent Stats......................................................................................48
10.7 All Q Specific Agent Stats............................................................................48
10.8 Specific Agent Actions..................................................................................48
10.9 Agent Need....................................................................................................49
10.10 Call List… Specific Agent..........................................................................50
10.11 Call List… All Agents.................................................................................51
10.12 Call List… Dropped Calls...........................................................................52
11 WINDOW MENU OPTIONS...................................................................................53
11.1 Real-Time Statistics Dashboard Display.......................................................54
APPENDIX A......................................................................................................57
Table 1: Call Report Reference Table.......................................................................57
2
Page 3
1 Introduction
Amanda Portal CallQ Agent is a powerful, flexible ACD client that can be used
with an Amanda Portal server. The Amanda Portal server can act as an ACD
(automated call distributor) when using CallQ Agent. In order to use CallQ
Agent th e A manda Portal server must h ave the Call Queuing modul e activated.
This module is an optional module that must be purchased with the Amanda
Portal server or can be purchased at a la ter tim e to unlock Ca llQ Agent.
CallQ Agent provides its users (agents) with the ability to connect to the
Amanda Portal server via LAN/WAN/Internet. CallQ Agent supports Microsoft
Windows 95/98/ME/NT/2000 and XP operating systems.
CallQ Agent can connect to one or more queues (up to 100 maximum) and uses
a single client license per agent connected. Amanda Por ta l server com es
standard with 10 client licenses (10 users can connect to the Amanda Portal
server via the network simultaneously). Additional client licenses can be
purchased through the Amanda Company. C a llQ Agent is a great tool to
effectively manage incoming calls for call centers, technical support
departments, sales groups and anywhere effective call management and
detailed call reporting is needed.
CallQ Agent provides agents of the queue important information ab out ca llers
holding in queue, such as caller id, caller id name, how long they’ve been
holding, and what port their call came in on. Calls can be selectively or
autom atical ly connected to agents of the queue. Additio nally, when calls are
completed comments about each call can be entered by th e agents of the queue
and later reviewed by running call reports.
Caller s holdin g in queue c an hear a number of different pre-rec orded q ueue
greetings and comfort messages. Greetings can be recorded and used to
perform specific actions such as playing a custom greeting to the caller when
their call enters the queue (initial queue greeting), a posi tion change greeting
(when their call moves up in the queu e), a transfer greetin g (when bei ng
connect ed to an agent), a voicem ail greeting, q u eue closed g reeting (when
agents are not l ogged int o the queue) , timeou t greetin g or hold greeting. In
addit ion to the queue greetings an d comf o rt mess ages, the Amanda Portal
server (ACD) can tell the caller their position in the queue, or estimated hold
time based on previous call history.
CallQ Agent supports an unlimited number of comf ort messages, which are
played in order after each time the music on hold music is played. The default
hold music can be configured to be played in 30, 60, or 90-second intervals, or
custom hold music can be played instead.
When using Amanda Portal and C a llQ Agent you can create an unlimited
number of cal l queues where each q ueue can have an un limited number o f
agents per queue.
3
Page 4
2 Setting up the Queue
Each mailbox in the Amanda system can potentially be used as a call queue.
The mailbox nu mber id entifies the queue. The creating m ailbox i s the owner, or
administrator, of that particular queue.
To create a qu eue, the mailbox must ha ve the “CREATE QUEUE” privilege
enabled. As a default, mailboxes cannot create a call queue. The system
administrator must add this p rivilege using Amanda Portal Station. The
screenshot in
mailbox 1020. Once a mailbox has this privilege, the owner of the mailbox can
use the CallQ Agent, Queue menu, “Create Queue” function, to create a queue.
This operation needs to be done only once per mailbox, unless the queue is
subsequently deleted.
Figure 1 shows the “CREATE QUEUE” privilege being added to
Figure 1: Enabling the CREATE QUEUE privilege
2.1 Queue Rules
The basic job of a call queue is to connect callers to agents. Callers a re nor m ally
transferred to agents in the o rder th e calls entered the queue, and agent s are
normally chosen based on how long they have been available to take a call.
Sometimes agents will be privileged to take calls out of order, or they may be
privileged to reject calls from particular ca llers .
Callers can potentially express a skill requirement (or more than one), and they
can be connected only to agents whom the queue administrator has designated
as possessing those skills. When there are no agents logged into the queue who
possess all the required skills, then that caller will “fall out of” the queue and,
4
Page 5
normally, go to voicemail where they can leave a message for help. There are
various circumstances under which a call will fa ll out of the queue
automatically. These circumstances are:
• If the queue is full (when the queue adminis trator sets a maximum
number of calls holding) and callers try to enter the queue.
• Callers holding for the maximum waiting time (if a maximum waiting
time is set by the queue administrator).
• If calls are queued wa iting to be answered and all agen ts log out of the
queue.
• When there are no agents are logged into the queue (supervisors are n ot
considered agen ts).
By default when any of t hese thing s happen, the caller is sent to voicemail .
Custom changes can di rect these calls elsewhere. The following are extend ed
mailbox settings that can contain Tcl code that states what to do otherwise:
For a position change event an override method can be specified by
QUEUE_POSITION_MET HOD. If not specified then play the position in standard
form.
For a transfer event an override method can be specified by
QUEUE_TRANSFER_METHOD. If not specified then transfer in standard f orm.
For a no more agents attached event an override method can be specified
QUEUE_CLOSED_METHOD. If not specified then go to voicemail.
For a queue timeout (ma x enqueued time) event an override method ca n be
specified by QUEUE_TIMEOUT _ ME THOD. If not specified then go to voicemail.
For a play gr eeting event n override method can be specifi ed by
QUEUE_PLAY_GRT_METHOD. If not specified then play the specified greeting.
For a g o to voicemail even t an override method ca n be specified by
QUEUE_VOICEMAIL_ME THOD. If not specified then go to voicemail.
To use any of these settings you m ust create an ext ended ma ilbox property
entering the cap italiz ed in the property field and setting an a ppropriate tcl
value. For example, you might set “QUEUE_CLOSED_METHOD” a s the p roperty
name, and “method_chain <box>” as the val u e, where b o x = the mailbox
number where the caller will be sent (Figure 2 shows the caller being sent to
mailbox 500 when the queue is closed).
5
Page 6
Figure 2: Example Extended Mailbox Setting
6
Page 7
3 Installing CallQ Agent
To install CallQ Agent you must have access to Amanda Portal server via the
network. After the Amanda Portal server PC is physically connected to the
network, you’ll also need to configure it appropriately for the type of network it’s
connected too.
Assign the Amanda Portal PC a TCP/IP address, appropriate subnet, gateway
and dns (if applicable). Then do one of the following:
If Connecting Amanda Portal To a Domain
If the network is a domain, the Amanda P or t a l P C will need an account to log
into that domain in order to be trusted by other computers on the network, and
for the Amanda Portal PC to trust users logged into the domain. See your
network administrator for assistance with configuring the Amanda Portal PC for
the domain.
If Connecting Amanda Portal to a Workgroup
If your connecting Amanda Portal to a workgroup you’ll need to create at least
one account on the Amanda Portal PC within control panel “Users and
Passwords” in order to access shares on the Amanda Portal PC. The created
user and password can later be used when trying to access the Amanda Portal
server PC shared folders. This is required becaus e there is n o centralized
security in a workgroup environment.
Once you can Access the Shared Clients folder
Access your Amanda Portal server through “Network Neighborhood” or “My
Network Places”. Once you find the Amanda Portal system (normally called
Amandaserver), double click on it. You’ll see a shared folder ca lled “Clients”.
Open the shared Clients folder. Double click “ClientsInstall” to start the
installation procedu re. Read throu gh the details fo r each screen bef o re
proceed ing with the install. It’s recommended that you choos e all the d efault
options except for which clients you wish to install.
7
Page 8
Figure 3: Selecting the Clients
Make sure you select CallQ Agent from the client list as shown in
can also install other clients such as Amanda Porta l Sta t ion, and optionally its
administrative additions and/or fax a dditions. Additionally, you can install
other clients from here, which include Tenant applications (for tenant
management), TAPI Client (which can be used in conjunction with CallQ Agent
for CRM), Power Connect, and Outlook Contact Client. Finally, click next to
continue and then click Finish to complete the installation.
Note: With custom modifications a call and/or agent can specify who gets
assigned to whom.
Figure 3. You
8
Page 9
4 Logging Into CallQ Agent
To log into CallQ Agent, click Start, Programs, Amanda Por tal Clients, and
“CallQ Agent” . You’ll see a screen like that shown in Figure 4. The fields in this
dialog are:
Remote Address
Enter the hostname or IP address of your Amanda Portal server PC.
Normally, it’s Amand a serv er (a s shown in
Agent Number
Enter your mailbox number here.
Security Code
Enter your mailbox password (security cod e) here.
Remember Security Code
If you would like “CallQ Agent” to remember your security code for
future logons, check this box and you won’t have to provide your
security code in the future. This makes the logon process easier
but less secure.
Figure 4) .
Figure 4: Logging into CallQ Agent
Once you’ve filled in the correct remote address, agent number (i.e. mailbox
number) and security code, click OK to logon. Once you’re logged on, you’ll have
access to the “Queue” menu.
9
Page 10
5 The Queue Menu
Once your logged into CallQ Agent, the attach to queue dialog automatically
pops up (with older versions of CallQ Agent you have to click the queue menu
and th en “attach to queue…” to open the di alog). Once the di alog is o pen you’l l
be prompted to select the queue in which to attach.
The initial Queue menu contains the following choices, once you have logged
into the server:
Attach to Queue Use this option to join a call queue, which has already been
created by ano ther user who has added you as a n agent of their queue.
Create Queue If you wish to create a new call queue for your mailbox, you can
create it by selecting “Create Queue”. If you have this privilege enabled,
you will see a message stating that the queue was created successfully.
Otherwise, if “CREATE QUEUE ” is not enab led for your mailbox, you
won’t be able to create or delete a call queue and you’ll see the following
message: “You do not have the privilege to create or delete this call
queue”.
Delete Queue Use this option to delete your existing call queue. The privilege
“CREATE QUEUE” must be enabled for your mailbox in order to delete
an exist ing queue. In order to del ete a call queue, no agents can be
curren tly att ached to the queue (and therefore, the queue must have no
calls).
Login Used to start the logon process.
Logout Used to close the connection to Amanda Portal server without exiting
from CallQ Agent.
Exit This closes the CallQ Agent program.
When you click “A ttach to Queue”, you’ll see the dial o g box like that shown in
Figure 5.
10
Page 11
Figure 5: Choosing the queue to which to attach
An explanation for the attach to queue dialog settings are:
Queue The drop -down list enumerates all the queues that you are allowed to
connect to on this server. If your mailbox num ber is alr eady connected to
a particular queue, then that queue will not be displayed by default.
Show all queues A drop down list that shows all the available queues an agent
can attach t o . Once attached to a qu eue, you’ll see the sc reen like t hat in
Figure 6.
Extension When at ta ch ing to a q ueue t he ex tens ion fi eld ca n be u sed to ch an ge
the location of where calls will be transferred when you accept a call.
This is useful when working in a different office or location.
Figure 6: Sample logged-in screen
11
Page 12
After y ou’ve log ged into t he queue, t he queue men u changes and sh ows a few
new menu options not previously available. Figure 7shows the new queue menu
after logging in:
Figure 7: Logged in Queue Menu
Most of the queue settings are the same as the initial queue menu, except for
the following:
Detach from Queue Used to disconnect from the selected call queue without
exiting CallQ Agent.
Queue Settings Opens the queue settings dialog u sed to customiz e the call
queue. Queue settings are discussed in section 5.1. Only queue administrators
and supervisors can modify queue settings.
Display Settings Opens the display settings dialog used by agents to customize
the call queue display. Display settings are discussed in section 5.5.
Application Pipe A way for you to pass data from CallQ Agent to another
application. When this is used when a new call gets assigned to an agent, the
information is passed to the application specified by the pipe. Custom
programming is required to use this feature.
Call Queue Priority Opens the call queue p riorit y dialog. This is used to create
a call queue priority list. Call queue priority is discussed in section 5.7.
Across the top of the screen, below the menu bar, are some important controls
and displays. The first is labeled “Current Status.” It shows the status of the
agent (different colors have been added to make each state stand out). Your
status will be one of the following:
Available (Green) This means that you’re ready to accept a call. By default, if
there are calls in the queue that are in the “Available” st ate (wai ting for
an agent), then the longest-waiting such call will be connected to the
12
Page 13
agent who has been waiting for a call t he longest (however, in the queue
settings you can configure the queue for “agent with the fewest calls”,
“agent with the shortest connect time”, or set agent priorities which will
over-r ide the other setti ngs). Ag ents who h ave just logged into the queue
are tr ea t ed as if th ey ha v e b een wa i t in g f o r ev er f or a ca ll , so th ey h a v e t h e
highest priority of taking the next available call.
There are some exceptions to this general rule. If skills-based routing is
being employed, then a call requiring a skill that the current agent does
not have will not be connected to that agent. If this agent has the
Rejection privilege and has rejected a particular call, then that call also
will treat that agent as if he or she is unavailable. Finally, the queue
administrator can change the rule for selecting an agent to select the
agent who has the lowest talk time or least number of calls taken instead
of the longest wait time.
If an agent “d rops” a call (does not answer t he phone wh en it rings), th e
agent is made unavailable automatically, on the assumption that he or
she has left the area. If that agent comes back and clicks “Make
Available” to become available again, then for a period of 30 seconds,
that particular agent will be treated as unavaila ble by the part icula r call
which was dropped.
Unavailable (Red) In the Una vailable stat e, the agent can watch the activity in
the queue (if so privileged) but will not automatically be assigned any
calls. If the agent has the privilege to “take” calls (to pick particular calls
out of the queue, not necessarily the longest-waiting call), then the agent
can do so even when i n the Una vailable state. When the agent finishes
with a call, the CallQ Agent will return to the Unavailable state after
Wrap-up is finished.
Deciding (Blue) – The deciding sta te is the ti me in which an ag ent has the
rejection privilege and is given time to accept or reject the call as in they
are "deciding" whether or not to take the call.
Connecting (Light Blue) – The connecting state is the time in which a call is
transferring to an agent, and the phone is ringing.
Init In Call (Pink) The queue administrator can set a parameter called
“Minimum Connect” which specifies a minimum amount of time that an
agent must be talking to be considered to have taken a call. By default,
this parameter is 0, meaning that once an agent answers a call, the
agent go es immed iately to the “In Call” state. But if the parameter is
positive, then for that many seconds, the agent will be in the “Init In C all”
state, and then will progress automatically to the “In Call” state. Should
the agent h a n g u p on t he c a ll b ef ore reach in g th e “ I n C a l l” s tate, th en t h e
agent is considered to have dropped that call. This could happen if the
agent happens to pick up the phone to make an outbound call just as
the syst em is br inging a call to the phone. The ag ent migh t not realize
what had happened since no ringing would have been heard, and might
13
Page 14
then hang up on the caller. Since the agent would still be in the “Init In
Call” state, the system will assume that the caller did not actually
connect to the agent.
On Call/In Call (Purple) This is th e state wh en the agent is speaking with a
caller, after any “Init In Call” tim e has pa ssed. The Call Timer will record
how long the agent stays in this state. When an agent is on a call, the
status in the queue shows “connected”.
Wrap Up (Yellow) Call centers have an option to allow agents to be given a
short time after completing a call to “wrap up” the call, such as recording
notes about the call or to give the agent a short break before the next
call. For more information about wrapup see sub-section 5.1 below.
Checking (Dark Red)
going to be assigned another call, go available/unava ilable.
Next to Current Status is the call timer. Once you take a call and enter the
connected state, the call time will start counting the seconds (and minutes)
you’re on the call. In many call centers, knowing how long the call has gone on
is important to the agent.
To the right of the call timer, there are three buttons used to control your state,
if you are so permitted by the q u eue administrator. These buttons a re:
Make Available To have access to the make available (and make unavailable)
Buttons, you must have the “available” privilege enabled. When enabled,
clicking this button tells the call queue you’re ready to take calls. If
you’re available, and a new call comes into the queue, it will be
autom atical ly sent to your extension unl ess the queue has been
configured otherwise. If you don’t have the “Available” privilege, then
you’re “always available” as long as you’re logged into the queue, are not
on a call, or in wrap-up.
Make Unavailable If privileged (the available privilege is enabled), an agent can
be unavailable (or available). Clicking this button tells the
call queue you’re not ready to answer a new call, and while your in an
unavailable state calls will not be sent to you. Once you’re ready for a
new call you can click the “Make Available” button, or you ca n selectively
take a call by double clicking the call and clicking the connect button.
Unavailable after call Provides a way for an agent to make them self
unavailable after completing their call. Choosing unav a ilable after call
changes the state of the agent from available to unavailable so that when
they wra p up th eir c u r r ent c a l l t hey ’ l l n ot g et a n o th er c a ll f r o m t he q u eue.
This i s useful w hen an agent needs a break or wan ts to go t o lunch.
Do Wrap-Up Initiates the wrapup state for the agent after finishing up with a
call.
The time that it takes after wrapup to see if you are
14
Page 15
5.1 Queue Settings. . .
Only the o wner of the Queue or a queue superviso r can modify certain queuerelated settings by clicking on “Queue Settings. . . ”. Doing so will result a
Queue Settings dialog window being displayed, similar to that shown in
8
.
Figure
Figure 8: Queue Settings Dialog
The different fields and controls in the queue settings dialog are:
Minimum initial connect This is the minimum number of seconds that calls
must b e connected to an a gent befo re they are considered to h ave been
completed. This parameter determines how long agents will be in the
“Init In Call” state.
Maximum connecting The maximum time the queue manager is willing to
wait for a connect or fail confirmation from the call that is currently
trying to transfer to them. This is a fail-safe time in case the call was not
to come to the agent, which would leave the agent in t he Connecting
state forever. The default is 5 minutes, which is the same as specifying
the value of 0.
Minimum lost This is the minimum number of seconds that you expect
“legitimate” callers to stay in queue before hanging up. Calls that hang
up sooner than this value are treated as “Early hangup” calls in the
Dashboard statistics (see Sub-section 11.1) and in the permanent call
statistics reports. If set to zero, then all hangup calls are counted as
“lost” calls.
No queue timeout If checked, then there is no limit to how long calls may wait
in queue before automatically being sent to voicemail.
15
Page 16
Limit The maximum number of cal l s allowed in the queue at any
time. When the maximum number of calls allowed is already enqueued,
all new calls are sent to voicemail.
No maximum calls If checked, then th ere is no li mit to t he number of cal ls
which may be waiting in queue. Otherwise, the “Maximum Calls”
parameter will govern whether a new call can enter, based on the current
number of waiting calls. Calls beyond that maximum are sent to
voicemail.
Same as maximum currently available agents Sets the number for maximum
queued calls to the number of currently available agen ts. Onc e the
number of cal l s in queue i s great er than the numb er of av ailabl e agents,
those calls will be sent to voicemail to record a message.
Allow wrap-up time When en abled, members of the call queue are all o wed to
access the “Do Wrap-up” option to move to the Wrap-up state at the end
of a call. With auto-wrap-up, this button is always disabled.
Allow dialing out of queue When enabled, callers can dial digits to exit the
queue. Dialing out of the queue consists of dialing another mailbox,
menu, or pressing * to leave a m essage in the queue mailbox .
Otherwise if not checked, caller’s dialed digits are ignored.
Greeting messages. . . This button brings up a dialog box for configuring
greetings callers will hear when they enter or leave the queue. It’s
described in Subsection 5.2.
Comfort Messages. . . This button brings up a dialog box for configuring
periodic “comfort messages” to be played to waiting callers. This is
described in Subsection 5.3.
Call Time Limits . . . This button brings up a dialog for conf iguring call time
limits discussed in subsection 5.4. Call time limits are used to add color
to the background of a call holding for more than the specified period of
time.
Call assignment method This drop-down list lets you select which method will
be used to choose which agent will take the next call (the default is the
longest waiting agent). The ch o ices are:
Longest waiting agent Assigns calls to the agent who has been off a call
for the longest period of time. Agents who have just attached to the
queue are consid ered to have been wa iting an infini te amoun t of time, so
they have the high est prio rity when a call becomes availa ble.
Agent with fewest calls This method should be chosen if you wish to
make the number of calls handled by each agent be approximately the
same. The agent who has so far handled the fewest calls will get the next
16
Page 17
call. Obviously, agents who have just attached to the queue have
handled zero calls, so they will have the highest priority.
Agent with shortest connect time This assignment method can be
used when you want the agent s to hav e approximatel y equal t imes
talking to the callers. Again, an agent who has just attached will have
zero connect time, and so will have the highest priority initially.
Note: If agent priorities are enabled, they will take precedence over the
call assignment methods.
Reset Statistics Time Sets a time when to reset the real time statistics of the
dashboard display. The default time is 12:00am. If no reset is selected, this
feature is disabled.
5.2 Greetings Dialog
An example of the greetings configuration dialog box is shown in Figure 9.
Figure 9: Greetings Dialog Box
Each of its settings is described below:
Report Position The system provides a number of different ways to inform
callers of their position within the queue. The “Report Position” setting
allows the queue administrator to select which method will be used for
callers of this queue. The choices are:
Never Callers will just hear the hold music and any periodic comfort
messages.
17
Page 18
Say current position When the ca ller enters the queue, and each time
the numb er o f c a ll er s a hea d d ec r ea s es ( eit h er b ec a us e t ho se c a l ler s hu n g
up, dialed out of queue, or were connected to an agent), the caller will be
told their updated position.
Say estimate time When the c aller f irst ent ers the queue, an es timat e o f
the expected waiting time to speak with an agent will be played.
Thereafter, the caller will hear only the hold music and optional comfort
messages. The estimate is calculated from the current rate at which the
agents are de-queuing calls an d the num ber of calls ah ead of the current
caller in the queu e.
Initial Queue greeting Select the greeting number that will be played to callers
when they first enter the queue.
Position change greeting Select the greeting number that is pla yed to the
caller before their current position is played to them.
Transfer greeting Select the greeting number th at is pl ayed to t he caller when
they are about to be transferred to an agent.
Voicemail greeting Select the greeting nu mber th at is pl ayed to t he caller
when they are be sen t to voic email.
Queue closed greeting Select the greeting num ber tha t is pla yed to the caller
When no agents are left who can take their call, so the caller is forced to
leave the queue. This greeting is not necessarily t he same a s that w hich
caller s hear who canno t enter the queue (for instance, if there a re no
agents attac hed to the queue): in that c ase, ca llers hear whatever the
current greeting is for the mailbox.
Timeout greeting Select the g reeting number t hat is p layed to the caller when
they have waited in the queu e for the maxim u m amou nt of time.
Hold greeting Select the g reeting number t hat is p layed to the caller befor e an
agent has directed them to list en to another selected greeting.
5.3 Comfort Messages
The “Comfort Messages. . . ” button brings up the dialog box shown in
10. Comfort messages are recordings that are played periodically while callers
are on h o ld and are otherwise lis tening to the selected Amanda hold music. The
queue administrator records these comfort message(s) as regular greetings in
the queue ma il b ox . T hi s di a l og is t hen us ed t o s p eci f y wh ic h of t h e greetings , by
number, should be played as comfort messages, and in what order they will be
played to each c aller.
Figure
18
Page 19
Figure 10: Comfort Messages Dialog Box
5.4 Call Time Limits. . .
After a call has held in queue for a certain period of time (specified in minutes),
the background color of that call holding can be changed, by setting a call time
limit. A typical scenario would be to use a stop light approach to calls holding
in queue. Initially, when the ca ll is queu ed, the background of the text of the
call holding is black text on a white background. After n m inutes wh ere n is
defined by queue call times, the background color of that call ca n be changed to
one of eight different colors. Using the stop light approach, the call would
change to green, yellow, and then red after the caller has been hol ding for x, y,
and z minutes, where x might be 1 minute, y might be 3 minutes, and 5
minutes. Figure 11 shows the queue call times dialog used to enable call time
limits.
Figure 11: Queue Call Times Dialog
19
Page 20
The fields within this dialog box are:
Minimum lost time When a caller calls int o the queue, and they reali ze they
didn’t want to be queued and they hangup or dial another mailbox
leaving the queue, if the number of seconds they were holding is lower
than the minimum lost time, that call is not counted as a lost call.
Noticed queued time When enabl ed, after the specified number of minu tes,
calls holding in queue for that amount of time will have their background
color changed to the specified color. The default is black. Click the “Color
Black…” button to select a color other than black.
Warning queued time If enabled, after the specified number of minutes, calls
holding in queue for that amount of time will have their background
color changed to the specified color. The default is black. Click the “Color
Black…” button to select a color other than black.
High queued time If enabled, after the specified number of minutes, calls
holding in queue for that amount of time will have their background
color changed to the specified color. The default is black. Click the “Color
Black…” button to select a color other than black.
Urgent queued time If enabled, after the specified number of minutes, calls
holding in queue for that amount of time will have their background
color changed to the specified color. The default is black. Click the “Color
Black…” button to select a color other than black.
Extreme queued time If enabled, after the specified number of minutes, calls
holding in queue for that amount of time will have their background
color changed to the specified color. The default is black. Click the “Color
Black…” button to select a color other than black.
Maximum queued time The maximum number of minutes a caller can hold in
queue for an ag ent. When enabled , callers who hold for the maxi mum
queue time will be sent to voicemail to where they can record a message.
The default is 0 minutes (which is no queue timeout). To enable the
maximum queued time you must un-check the no queue timeout check
box.
No queue timeout When chec ked, there is no q ueue timeou t. Callers can hold
in queue indefinitely. Un-checking no queue timeout will enable the
maximum queued time field where a maximum queue time can be
specified in minutes.
Important Note: Each queued time parameter can be enabled by itself if
selecting a single parameter. However, when enabling more than one queue
time parameter, each queued time setting has a priority level, and must have a
value greater t han the queued time above i t, and less tha n the queued time
parameter below it.
Figure 11 shows an example using high, urgent, and
20
Page 21
extreme queue times illustrating this behavior using a stop light model (green,
yellow, and then red).
The color selection can be used to set the background color for calls holding in
queue to any of the following colors shown in
Figure 12.
Figure 12: Color Selection Dialog
5.5 Display Settings. . .
The “Display Settings. . . ” dialog allows you to control various a spects of how
the CallQ Agent appears on your desktop. Click “Queue”, then “Display
Settings. . . ” to access the display settings below. You’ll see the window similar
to that shown in Figure 13. Here you can remove or add columns, change the
order of the columns, and change other aspects of the visual appearance of the
CallQ Agent on your computer.
21
Page 22
Figure 13: Display Settings
For example, if Amanda does not receive Caller ID/ANI information about calls,
then you might want to remove the Caller ID column from the queue display
since it will not be used. The fields and controls that appear in this dialog box
are:
Play ring on new call When enabled, when a new call comes into the call
queue you’ll hear an audible notification that there is a call holding. If
you don’t wish to hear an audible notification on a new call, you can
disable this option by deselecting the check box.
Play ring only when unavailable When enabled, CallQ Agent will only play a n
audible ring when the agent is in an unavailabl e state.
Display message on new call When enabled, you’ll get a new call notification
via a screen pop. You’ll see the message shown in
new call comes into the queue.
Figure 14 each time a
Figure 14: New Call Notification Popup
Wrap-up reminder When agents are connected to call ers thr ough a tel ephone
22
Page 23
switch, Amanda cannot automatically know when the agent hangs up.
The agent must therefore push o ne of the W rap-up, Available, or
Unavailable buttons, or Amanda will continue to believe that he or she is
with a caller. Unfortunately, agents may forget to do so at the end of the
call. If this box is checked, then CallQ Agent will periodically remind the
agent that they should press Wrap-up if they have finished with their call
(every 5 minutes).
Enter wrap-up comments If checked, then when the agent goes into wrap-up,
a dialog box will appear in which the agent can enter free-form text with
commentary about the call that just ended.
Top most application If checked, then the CallQ Agent will remain “topmost”
when it is running, so that the agent ca n alway s see the informa tion that
is being displayed.
Custom Parameters This is where users can add custom column names
containing additional information ab out the call. When you double click
on the call it will popup a call properties dialog with the field names in
the left column. These are the available field names that must be exac tly
entered in the display dialog for them to show up, if not already there. A
good example of this is the custom parameter “CallerId_Name”. Adding
this custom parameter will add a new column that will disp la y the caller
id name of the caller (this is case sensitive, and must be entered exactly
as shown).
Note: It’s important that CallQ Agent and the Amanda Por t a l server be setup
with the same time in order for CallQ Agent to accurately show call times when
calls are in queue.
5.6 Wrapup Comments and QCodes
Manual Wrapup
After an agent answers a call, that call is displayed in the queue (with
the agent “on call”) window until the agent either c licks “D o Wrap up” or
Make Available” (if the queue is setup for manual wrapup’s and not
automatic). Clicking “Do Wrap-up ” will either autom a tically wrapup the
call (removing it from the queue) or if enabled a wrapup com ments dialog
box will appear.
The cr eator of the cal l queue ca n specif y a maximum a llowed wrap-up
time fo r each a gent, if “Allow Wrap- up time” is enabled in the q ueue
settings. Otherwise, if you click “Make Available” then you are considered
to have ended the call you are moved immed iately to the “Av ailabl e” state
again; this always happens when the queue does n o t have th e “Allow
Wrap-up” queue setting enabled. If you do a wrap-up and finish before
23
Page 24
the allowed time then you can click either (if allowed) “Make Available” or
“Make UnAvailable” to leave the wrap-up state.
Automatic Wrapup
If Amanda connects calls to agents through a direct line (as on an MSI
card), or through a “hairpin” transfer, then Amanda knows when the
agent hangs up, and the agent will automatically be moved into the
Wrap-up state (which may immediately transition to the Available or
Unavailable state, if the agent’s wrap-up time setting is zero or wrap-up
is not allowed for this queue, or wrapup comments are not enabled). In
such “auto-wrap-up” situations, the agent cannot press the “Make
Available” or “Make Unavailable” buttons while on a call, or “Make
Available” whi le in Wrap-up. Instea d, the a gent mus t hang up the phone,
and Amanda will automatica lly cha nge the agent’s state.
The reason for this is that the agent may hang up, go into wrap-up,
actually be ready for another call, and press Available; at about the same
time that Amanda is automatically making the agent available. This can
then result in receiving two calls, one of which of course will fail and be
counted as a dropped call for the agent.
Wrapup Comments
Wrapup comments can be enabled so that agents can enter notes about
whom they spoke to and what the call was about. These comments can
later be used when running reports.
Figure 15: Example Wrapup Comments Dialog
If desired, agents can enable wrapup comments on a per agent basis. The
system administrator can create a pre-entered list of codes for an agent
to select from (see QCodes) to make wrapping up calls faster. The preentered queue codes allow for a more consistent and quicker wrapup.
Wrapup comments can be used later for reports.
24
Page 25
The queue administrator can determine if wrap-ups are to be done for
the queue (globally) and, on an individual agent basis and what the
maximum wrap-up time may be.
During wrap-up, an agent can (if so p r ivileged) click on the “Make
Available” or “Make Unavailable” buttons to finish wrap-up early and
move to the indic ated state. Otherwise, when the maximu m wrap-up
time passes, the agent will automatically go back to the state they were
in before taking the last call (usually, the Available state).
To enable wrapup comments
1) The call queue administrator must enable “allow wrapup time” within
the queue settings .
2) The call queue administrator must modify the Agent Settings and set
the maximum wrapup time allowed for each agent.
3) The agents must enable “enter wrapup comments” w ithin th e displa y
settings.
Queue Codes are entered within the qu eue mailbox as a textual mmo
named “QCodes” (which is case sensitive). It’s a list of code and code
descriptions.
To setup QCodes
As a default, the codes list is blank and ghosted out, unless the queue
administrator creates a list of codes. To create a queue codes list, do the
following:
1) Using Amanda Porta l Sta t ion, select the queue mailbox and double
click greetings.
2) Choose other as the mmo type and then click create.
3) Enter “QCodes” as the key name and optionally, enter a description.
4) Click the “edit mmo” button. Check the box to enable advanced
formats, and then select ASCII Text as the from type, then click ok.
5) This will open notepad. Create a list of call types using the following
format, number followed by text within curly braces, like this:
1 {Pre-Sales}
2 {Placed Order}
3 {Order Status}
The code (such as 1, 2, or 3) doesn’t have to be a number, it can be a
word or words. Such as:
{Prospect} {Requested More Information}
{Not Interested} {Remove from Call List}
Etc.
25
Page 26
You can create as many different queu e codes as you like. The examples
above work well for a sales queue.
6) Save the changes to the file, and close notepad. Choose yes when
prompted if you want to apply the changes.
Once the QCodes list is built, when agents wrapup a call, they’ll see the
codes in the “code” list, as seen in
Figure 16:
Figure 16: Example Wrapup Comments Dialog with QCodes Enabled
Selecting the drop down list the agent can select any of the other code
types. Amanda saves call comment information in a da tabase that can be
reviewed later when running reports.
5.7 Call Queue Priority…
When connecting to multiple call queues, it’s important to setup a queue
priority list. This way when there are calls holding in more than one queue, and
you make yourself available, you’ll get calls sent to you from the queue with the
highest p r i ority fi r s t . T o create a c a l l q u eue p r i or i t y l is t cl ic k on th e q ueu e menu
and then “Call Queue priority…” and the Call Queue Priority List dialog will be
shown:
26
Page 27
Figure 17: Call Queue Priority List
Figure 17 shows an examp le call q ueue priority lis t. In t his exam ple, the agent
is connected to 3 queues. Queue 1020 has the highest priority, then 1010, and
finally 171. Use the move up and down buttons after selecting one of the
queues listed to set the call queue priority list.
27
Page 28
6 Call Queue Agent Transfer Processes
Call queue agent mailboxes can be configured to transfer calls a few different
ways, there are advantages and disadvantages depending on the transfer type
chosen. The transfer type is configured using Amanda Portal Station within
“Incoming Call Options”. This section explains the differences between the
transfer types and a few different call scenarios.
Automatic Transfer An automatic transfer will perform an the appropr iate
transfer type based on the mailboxes settings. For example, if call
screening is enabled, or the mailbox is the memb er of a c all queue
Amanda will perform call supervision to insure these features work
properly. If the mailbox is not using call screening or a member of a call
queue she will perform a blind transfer.
Blind Transfer Amanda transfers the call to the extensi o n and hangs up
releasing the call. The advantage to doing this is that the call transfer is
very fast and the port performing the call transfer is released right away.
The disadvantage to using a blind transfer is that if there is no answer
the call will be forwarded to the mailbox of the agent where the caller can
leave a message (there call will not be re-queued unless configured
specifically to do so).
Supervised Transfer Amanda t ransf ers the call to th e agent’s extension and
waits for an answer, no answer or busy. If the call is a nswered she
connect s the caller to th e agent. If the call is not answered or the
extension is busy, the call is re-queued in the same position. This is the
most common configuration when using CallQ Agent. Supervised
transfers only use 1 port.
Hairpin Transfer Only supported when using Intel/Dialogic voice boards.
Amanda uses 2 ports to perform a hairpin tr a nsf er, a nd connects them
internally. The advantage to this is that Amanda knows when the caller
or agent hangup the phone so CallQ Agent will wrapup calls
automatically.
Find Me/Follow Me Used to create a find me / follow me list of extensions and
or telephone numbers. This transfer type is not recommended for use
with CallQ Agent.
Scenario 1: Using Supervised Transfers
In this scenario, call queue agent mailboxes are configured to perform
either an automatic or supervised transfer. In either case, Amanda will
superv i se the cal l to the ext ension an d if answered, play a connect t one
and connect the call to the extension.
If the ex tension is answered, the agent mu st say “ hello” before Amanda
will connect the call.
28
Page 29
If the call goes un-answered or the extension is busy, the call is requeued f or the next avail able agent.
For this scenario the agent only needs one mailbox and one ex tension.
Scenario 2: Using Blind Transf ers
In this second scenario, call queue agent mailboxes are configured to
perform a blind transfer. The difference between a blind transfer and a
supervised transfer is that once the call is transferred, the call is released
to the ext ension an d when an swered there is an immediate connection
between the caller and the c alled party.
The advantage to using this scenario is that transfers are immediate and
there is no answer delay o r cutov er tone.
Using a blind transfer, the installer must rely on system integration (inband signaling or SMDI) to get the call back to voicemail and into the
queue. There are a coup l e of ways this can be done.
Configuration A
Using One Extension and Two Mailboxes
In this config uratio n 2 mailboxes are created for each agen t. One for the
queue and another for personal calls and messages. You’ll also need to
config ure the qu eue mailbox to use a blind transfer and the personal
mailbox for a supervised tra nsfer. Additionally, the personal mailbox
needs to be configured to “RNA” (retrieve the call) before the call will be
forwarded from the extension.
For example if the extension is setup to forward calls after 5 rings, the
mailbox should be configured to retrieve the call after 4 rings.
Considerations: The only thing to watch out for in this configuration is
that the extension should not be forwarded back to voicemail if the
extension is busy, only on a no answer condition. This shouldn’t be a
problem because the agent should not be connecting calls from the
queue when busy. And if th ey are busy on the p hone when a person al
calls comes in Amanda will supervise the call pull it back when the
extension is busy and take a message.
The agent box needs to be setup to use the integration data to send
unansw ered queue calls b ack int o the queue using the RNA and Busy
methods.
Configuration B
Using Two Extensions and Two Mailboxes
29
Page 30
In this configuration, two mailb oxes and two extensions are used. Both
the pers onal an d agent queue mai lboxes are confi gured to perform blind
transfers. Additionally, both extensions are forwarded back to voicemail
when a call is not answered or the extension is busy .
Additionally, the queue mailbox must have its RNA and Busy methods
setup to send the call back to the queue mailbox (this way the call is requeued) for the n ext avai lable agent.
Note: The only real disadvantage to using blind transfers instead of
supervised is if the calls go un-answered. When the call gets re-queued,
the caller goes back int o the queue as a new c all, lo sing their posit ion in
the queue.
30
Page 31
7 Calls in the Queue
When a call comes into the call queue, each call has the following information
associated to it. You can click on any of the column headings to sort the display
by the values in column.
holding in queue at the same time. It also shows how call time limit colors can
be used to enhance t he look and show w hich callers are holdin g the longest.
Figure 18: CallQ Agent Screenshot Example showing multiple Calls in Queue
Unique Call ID Each call that enters the call queue is assigned a unique call
number.
Agent Mailbox This shows t he mailbox of th e agent on the selected call. When
a call has not been answ ered by a n agent and is holding in queue, this
field is blank . Once a queued ca ll is conn ected to an agent, the ID o f the
agent that accepted the call is shown here until the call is cleared by
clicking “Do Wrap-up” or hanging up (depending on whether the agent’s
telephone is connected to an Amanda port directly or to a telephone
switch).
Status When a call en ters a q ueue, there is a st atus showing the
state each call is in. Initially, the status for a ca ll hold ing in queue is
“Available”. Once an agent accepts the call, the state (status box )
changes depending on what happens with the call. Each call will
transition from “Available” to “Waiting” to “Connecting” to “Connected”
and finally “Wrapup”.
Time Entered The time the call entered the call q ueue.
Position This s hows the c all position in the queue, as the number of calls
ahead of that call. Thus, position 0 has the highest priority, then position
1, then 2, etc. When mul tiple ca l ls are in queue, Amanda can
automatically tell the caller their position in the queue. When a call is
taken from, or abandons, the queue, other calls in the queue move to the
next highest posi tion in the order they are received. Each time a call
moves up in position, if the queue is configured to tell callers their
position, then the waiting callers will be notified of their new position.
Figure 18 shows an example of multiple callers
31
Page 32
Caller ID This sh ows the tel ephone number for the ca l l holding in queue. If the
telephone system that Amanda Portal is connected to can pass ANI or
Caller ID information to Ama nd a , it will be displayed in this column
along w i th the call. If your tel ephone sys tem doesn’t support Caller ID,
you can remove this column from the “Display Settings. . . ”.
Port # Shows the Amanda port the call came into the queu e on.
Waiting This is the amount of time that the caller has been waiting to be
connected to an agent. Once connected, the value stops incrementing but
it remains to show how long that caller had to wait.
With Agent This counter will initially be zero. Once the call is connected to an
agent, it will begin counting up to show the length of time that the call
has been with that agent.
Preferred Agent With custom programming it’s possible to designate that a
particular caller, based on their Caller ID, should be directed to a
particular agent. This feature might be used, for instance, if the agent
had been working with that particular customer earlier on a problem. If
the cust omer ca lls bac k, it’s preferable for him to speak with the same
agent rather than have to start over again with a different agent in
solving the problem.
Callback This field will contain “Yes” or “No” depending on whether this call
represents a callback request. Through custom programming, Amanda
can be configured to allow callers to hang up while still retaining their
position in the queue. Wh en they do s o, their queue “ob ject” enters the
“callback” state and it retains the phone number at which to call them.
When the callback object reaches the top of the queue, Amanda will first
call the selected agent, then automatically call the original caller and
connect the two parties.
Once an agent attaches to a queue, the Queue menu will change to allow the
agent to select queue and display settings, which are described below:
32
Page 33
8 Agent Menu Options
From the “Agent” menu, you can choose “Agent List. . . ” or “Agent Settings. . . ”
menu choices, which pop up related dialog boxes, as shown in Figure 19, and
Figure 20.
Figure 19: Agent Menu
Figure 20: Agent List Dialog
8.1 Agent List. . .
The “Agent List. . . ” selection shows you the list of agents for that call queue.
Here you c an add new agents and r emove existing agen ts from the queu e. You
can also modify settings on a per-agent mailbox basis. Clicking “Agent” then
“Agent List. . . ” opens a window similar to that shown in Figure 18.
33
Page 34
Figure 21: Example of an Agent List display
The va l ues shown i n the colu mns of the Agent L ist are:
Agent mailbox Lists all a gent mailboxes t hat ar e members of the c all queue,
whether logged in or not.
Agent name Shows the matching name of the mailbox.
Attached Shows whet her each agent is currently attached to this ca ll queue.
Agent ID Shows a unique identifier for each agent who is currently attached to
the queue. An agent must be attached to the queue or you will not see an
Agent ID number for that agent.
Status Shows th e current st a t us of th e a g ent s . Av a i la b l e m ea n s t h ey’ r e ready t o
accept a new call from the queue. Unavailabl e means they are either on
an existing call, in the unavailable state, or not currently attached to the
queue.
Time of Status The time that the last status change occurred for an agent.
Current call If an agent is currently on a call, this shows the unique Call ID of
the call the agent is conn ected to.
Available privilege Shows if an agent can become unavailable. If enabled, the
agent can make themselves unavailable (and available). Otherwise, the
agent is consid ered always availabl e.
Call assignment privilege Shows if an agent can take calls out of order or
direct calls to other agents.
View privilege Allows an agent to see all call queue activity. If an agent doesn’t
have this privilege they can only see calls that are connected to them.
Rejection privilege Shows if an agent mailbox has the reject call privilege, if
34
Page 35
enabled, when an agent gets a call the call assistant dialog will popup
giving the agent a last chance to accept, reject, transfer or send the call
to voicemail (shown in
Wrap-up time Shows the amount of time in seconds allowed to wrap-up an
active call. If set to 0 seconds, then wrap up is not an option for this
agent.
Rejection time Shows the maximum amount of time allowed for an agent to
Reject a call if call rejection is enabled. After this time, if the agent has
not responded, then the call will automatically be rejected. A value of
zero means that the agent will not have an opportunity to reject calls.
Restrictions Shows the skills assigned to specific agent mailboxes. Agents
without special skills listed are assumed to be able to take calls that do
not have any special skill requirements.
Supervisor Shows if the agent is a supervisor.
Priority Level Shows the priority level of each agent. Agents with the highest
priority get calls transferred to them first (0 is the highest priority, then
1, 2, etc. ).
The buttons at the bottom of the dialog box allow you to take the following
actions:
Close This button closes the agent list window.
Refresh This button updates the current information in the agent list window
based on changes due to call queue/agent activity.
Settings This button allows the call queue administrator (the creator of the call
queue) or a queue supervisor to modify agent settings on a per-agent
basis. An example of the resulting pop-up dialog box is shown in
Figure 23).
Figure
22, and it’s discussed in Subsection 8.2.
Assign Call This button allows the agent to assign a particular agent to a
waiting call. The agent doing the assignment must have the “Call
Assignment” privilege. A dialog box similar to that shown in
will pop up to allow the agent to select what call should be routed to the
selected agent, or otherwise have its state modified (primarily, sending
the call to Voicemail; selecting “Hold” is normally appropr ia t e only for
personal call queues).
Add This button is used to add new agent mailboxes to a call queue. Only the
call queue administrator (the queue mailbox) or a supervisor can add
agents to the queue . When adding a mailbox, a ma ilb ox list d ialog will
appear (as seen in
Figure 21), select the mailboxes you wish to add from
Figure 21
35
Page 36
the list. A mailbox that has been added to a call queue is called an agent.
Once ma ilboxes a re added to the q u eue, the agents ca n attach to the
queue.
Remove This button is used to delete the selected agent mailbox from the call
queue. You must be the call queue administrator or supervisor in order
to do this.
Toggle Available Supervisors can use the toggle available button to change the
status of unavailable agents to available.
8.2 Agent Settings. . .
Each member of the call queue can have different settings for their mailbox.
The queue administrator, o r a queue supervi sor determines these setti ngs.
There are two ways to access the same dialog box, a sample of which is shown
in
Figure 19, for administerin g these settings. The first is through the “Agent
List. . . ” dialog, described in Subsection 8.1 (
agent in that dialog, the administrator can click the “Settings” button to bring
up the settings for that particular agent, an example is shown in
Figure 21). After highlighting an
Figure 22.
Figure 22: Agent Settings Dialog
Note: B ef or e a n a g ent c a n a cc ep t a call fr om t h e q u eue, the q u eue a d m i ni st r a t o r
must enable their settings. Agents with no settings enabled will automatically
be assigned cal ls from the queu e. Typi cal sett ings to enable for an ag ent are
view agent/call info, assign/control call, a nd a v a ilable privilege.
36
Page 37
Figure 23: Call Assignment Dialog Box
Figure 24: Mailbox Tree Dialog Box
The second way, clicking on the “Agent Settings. . . ” menu choice,
opens th e Agent Settings dialog box for qu eu e administrator. The following
options can be en abled or disabled for all mem bers of the call queue:
View agent/call info When enabled , when new calls come into the call queue
they can be seen in the queue window. If disabled, that agent will not be
able to see the call list for the queue.
Call Rejection When call rejection is enabled, then that agent will have the
right to refuse to take particular calls that the queue assigns to them, via
a pop-up dialog box shown in
Assign/Control call When enabled, this option gives the agent the ability to
assign calls to themselves or to other available agents regardless of the
call’s positi on in the queue. An agent who has been w orking with a
Figure 23.
37
Page 38
particular custom er on a problem may use t his. When the agent sees
that customer has called in again (by the displayed Caller ID), they can
take the call right away so that the customer can continue working with
the same agent on the problem.
Available privilege When enabled, this option gives the agent the ability to
control their “avail able” st atus. When disabled, attached agents are
always considered to be available, unless already on a call.
Is supervisor A supervisor has all the privileges of the queue administrator
except they can’ t creat e o r delete the queue. S u perviso r’s ca n add or
remove agents, change agent settings, run all reports, and assign calls to
agents. Unlike the queue a dminis trator, queu e supervisors cannot m ake
themselves available since they’re not a real a gent (i.e. they’re a
supervisor). Supervisors can only take calls selectively.
Maximum wrap-up time allowed This is the maximum number of seconds that
can elapse once the “Do Wrap-up” button is selected. After this time the
previous agents state of availability will become the new status. The
queue must allow wrap-up in order for this setting to be used.
Maximum time to accept/reject calls This is the number of seconds the
agent has to determine whether or not to accept or reject a call that’s
being assigned to them, if they have the Rejection privilege for this
queue.
Priority Level Each agent can have a priority level. Priority levels can be used
to determine which agents will get calls sent them first when multiple
agents are available. Priority levels are set from lowest to highest (with 0
being the highest priority level). When priority level is not set, all agents
have the same priority level.
Copy to… Used to copy queue setting s from one agent to another. T he queue
supervisor can save a lot of time by setting up one agent’s settings and
then copying those settings to all the other agents. The copy to settings
won’t be active until the supervisor and agents detach and re-attach to
the queue.
Restrictions A particular call may require certain skills of the agent. For
exampl e, the caller ma y have expressed through an IVR interaction th at
he can speak only Spanish. The agent can have corresponding skills
listed, so calls can b e routed appropriatel y. The restrictions are free form
text, but must match exactly to all of those required by a call, case
sensitively. If a caller requires skills which no currently attached agent
possesses, then the call will not be allowed to enter the queue and will
then usually go to voicemail. Similarly, if a ca ll is already in queue and
the last agent who possesses skills needed for that call logs out, then the
call will fall out of the queue and again go to voicemail. If there aren’t any
agents logged into the queue, then calls cannot enter that queue and will
go to directly to voicemail.
38
Page 39
8.3 Enabling the Call Record Feature
Call Queue Agent can be used to record calls only if the telephone system
Amanda Portal is connected to supports call monitor ing (dialing a DT MF code to
“listen in” on a conversation).
To enable call recording do the following:
1) Run Amanda Portal’s configuration utility “Configure” and add
“record_port.tcl” to the global configuration parameter "tcl_source_files".
2) Create new configuration parameter “dl_listen” under the PBX configuration
parameters. This parameter sets the token sequence to be dialed to listen in on
the conversation. For example, if you have a Panasonic DBS the “dl_listen”
value is “%V,4,”. Make sure your phone system can perform call m onitor ing by
testing the code manually from a voicemail port to ma ke sure you have the
correct code before defining “dl_listen”.
Important Note: %V must be used and NOT %E to specify the extension
number.
3) You must tell Amanda which ports will be used to perf orm the call recordings
by specifying “record” under the port parameters “groups” list. At least one port
must be set to “record” in order to use this feature (preferably more than 1).
Using the Call Recording Feature:
To record a call within CallQ Agent, double click on the ca ll to record. T here is a
“Record Call” check box at the bottom of the dialog that pops up. When
checked Amanda uses a record port to dial the “dl_listen” code and the call will
be recorded. Un-checking call record will stop the recording. If a r ecord ing is
made then a dialog will pop up to prompt for add itiona l text notes to be entered
with the recording. Finally, the recording will be sent as a message to oneself.
Supervisors can record other agents calls. A call can be marked for recording
before actually taking the call, the recording starts when the caller and agent
are connected. An agent can only record his or her own calls.
Note: Amanda uses an extra port for each call recording. Make sure
Amanda Portal has enough ports to handle the call volume (assign at
least 2 ports to “record” or there may not be enough ports setup to record
calls simultaneously).
39
Page 40
9 Call Menu Options
From the “Call” menu, you can click “Take Call. . . ” or “Print Call”. You can
also double click on the call itself to open the call settings dialog. This gives you
an advanced s et of opt ions when working with a queued call. When a call is
active, besides clicking on the call and choosing to take call, you can find out
more information about the call. Doub le clicking on a call will pop up a dialog
for the “Call Settings” similar to that shown in
call’s unique Call ID, Caller ID associated with the call if available, the time the
call entered the call queue, the port the call is holding on, the status of the call,
the position in queue, who’s on the call if an agent is already handling it, and
what restrictions (skill requirements), if any, a r e ap plied to the call.
Figure 25. This dialog shows the
Figure 25: Call Settings Dialog Box
The Timeout field shows the accept/reject time in seconds to determine what to
do with the call if the call has just be a ssigned to the agen t and the agent has
the “Call Rejection” privilege. With this dialog, you can choose to do the
following:
Close This button closes this dialog without taking any action.
Accept This button connects the caller to the agent.
Hold This b utton continues t o keep the c aller in the call queue, but a greeting
will be played to them specified in the queue settings in “Hold greeting”.
Voicemail Queue This button transfers the caller into voicemail for the queue
mailbox.
Voicemail Mailbox The caller hears the voicema i l greeting assigned to the call
qeue, however, the message recorded is stored in the mailbox selected
40
Page 41
from the list.
Transfer Agent This button transfers the caller to extension of the specified
agent. A dialog similar to that shown in
the agent to select whom to transfer the call to. Only Available agents will
be listed, since you cannot transfer a call to an agent who is already on a
call. Also note that you can send a call to an agent who is in the
Unavailable state (this ignores the DND setting).
Transfer Mailbox This button transfers the caller to the selected mailbox.
When using this option, the caller will be sent to that mailbox as if they
dialed it directly.
Figure 26 will pop up allowing
Figure 26: Example of the Transfer Call dialog box
Play Caller Name When call screening is enabled, the play caller name button
can be used to hea r the rec o rding made by A manda when screening the
call. This feature is not typically used with call queues, but can be very
useful w hen using a personal queue.
Record Call When enabled, checking the record call box will record the
conversation as a message and store it in the agent’s mailbox. See
enabling the call record feature in section 8.3 for more information.
Timeout Shows the amount of time the agent has to accept or reject the call.
This timer is only active if the agent has the call rejection privilege
enabled .
41
Page 42
10 Reports Menu Options
The Reports menu gives queue supervisors and the administrator access to a
number of different types of call queue reports. The reports fall into four basic
categories, which are the initial menu items displayed:
Calls. . . Call reports can be any of three sub-reports: Incoming Calls, Call
Duration, and Lost Calls.
Caller ID. . . This report lets you search for calls from a specific phone number
during a specified period of time.
Agents. . . Agent reports can cover the activities of a specific agent, or they can
cover general activiti es for a ll agents of the queue.
Call List. . . Call List reports can cover specific agents, all agents, or dropped
calls.
Print. . . Used to print CallQ Agent reports.
Print Preview. . . Used to preview CallQ Agent reports before printing.
Save Detail Data Sa ves the details of the report in an ASCII com a delimited
text format (as a csv file).
Save Graph Dat a Saves the details of the graph report in an ASCII coma
delimited text format (as a csv file).
In all cases, you specify the period of time that you want the report to cover.
You can use short-cuts for the time period, such as specifying “Today” or
“Yesterday,” for instance, or choose “Custom” and then enter manually the
exact starting and ending dates and times for the report.
Most reports also let you aggregate, or summarize, the data based on time
intervals. For example, if you request an Incoming Calls report by hour, then
the call data for each hour of the day will be summar iz ed and displa yed. I f the
period of the report is yesterday and today, then the data shown for 10:00 will
be a sum of the call activity during the 10 o’clock hour yesterday plus that for
today. You ca n also summarize data by the day of the week, by the da y of the
month, or by month.
Once you have run a report, you can use the Reports menu choice to Print the
report, or to save the report’s contents as a comma-delimited ASCII file. Some
reports have two sections, a data section and a graphical section. For instance,
the Lost Calls report includes a bar graph showing the number of calls that
hung up after a given amount of waiting time, in half-minute (30-second)
42
Page 43
increments. Figure 27 shows the Detail portion of a Lost Calls report, while
Figure 28 shows the graphical portion of the same report. Using the Reports
menu, you can separately save the data underlying the graphical portion of the
report.
Figure 27: Example of the Detail portion of a Lost Calls report
Clicking set columns allows you to add, remove, or re-order columns in the
report.
Clicking the remove rows button allows you to remove the selected row or rows
from the report. You can select a single row or multiple rows by holding d own
the shift or ctrl keys. After removing rows, the totals are recalculated
automatically.
For report column header descriptions see Appendix A
Table 1: Call Report Reference Table.
43
Page 44
Figure 28: Example of the Graph portion of a Lost Calls report
The invert graph checkbox switches the vertical and horizontal axis of
the graph.
10.1 Calls... Incoming Calls Report
The Incoming Calls R eport sh ows the nu mber of calls “offered” to the queue
(calls that ent ered the q ueue), an d what h appened to those c alls: the number
answer ed and the number that were lost ( hung up after t he early h angup
period). It also shows agent activities relative to the calls during that time
period: the average talk time, wrap-up time, handling time (talk time plus wrapup time), the average and maximum time that callers waited to reach an agent
(the delay times), and the highest number of callers waiting in queue for that
time period.
44
Page 45
Figure 29: Example Incoming Calls Report
For report column header descriptions see Appendix A
Table 1: Call Report Reference Table.
10.2 Calls… Call Duration Report
The Call Duration report is similar to the Incoming Calls report, but it shows
only the number of calls and the average and maxim um d uration of those calls
during the indicated time periods.
Figure 30: Example Call Duration Report
45
Page 46
For report column header descriptions see Appendix A
Table 1: Call Report Reference Table.
10.3 Calls… Lost Calls Report
The Lost Calls report is also similar to the Incoming Calls report, but it f ocuses
on calls that did not reach an agent. It shows the percentage of calls that are
lost during each period of time, as well as the average and maximum times that
callers waited before hanging up. It also shows the number of (ear ly) “ha ngup”
calls.
Figure 31: Example Weekday Lost Call Report
For report column header descriptions see Appendix A
Table 1: Call Report Reference Table.
10.4 Caller ID Report
This report searches the database for all calls from a particular phone number
during the specified range of dates and times. Naturally, your system must
receive the Caller ID or ANI for the caller or this report will not work. For each
call located in the database, it shows when the call occurred, the delay
experienced by the caller before r eaching an agent or leav ing the queue (as by
hangin g up), and if the caller reached an agent, the agent ID o f the agent the
caller spoke with.
46
Page 47
Figure 32: Example Caller ID Report
For report column header descriptions see Appendix A
Table 1: Call Report Reference Table.
10.5 All Agents Stats
The All Agents St ats rep ort shows, for each a gent of t he queue, t he cumulative
time they were logged in and the total number of calls taken over the entire
reporting period. It also computes averages for the period of each agent’s talk
time, wrap-up time, handling time (talk + wrap-up time), and Available time.
Each agent’s productivity is computed as the percentage of time that they were
either on a call, in wrap-up from a call, or were available to take a call (it’s a
percentage against the unavailable time). Finally, the number of times that the
agent was in the Availa ble stat e and wa s presented with a call that the agent
did not answer is shown.
Figure 33: Example All Agents Stats Report
For report column header descriptions see Appendix A
Table 1: Call Report Reference Table.
47
Page 48
10.6 Specific Agent Stats
The Specific Agent Stats report is similar to the All Agents Stats report, but it
gives more details about the activities of a specified agent, including
summarizing the data over desired summary periods (hourly, daily, weekly, or
monthly, etc.).
Figure 34: Example Specific Agent Stats Report
In addition to the information presented in the Agents report, the Individual
Agent report also gives the number of times that the agent put a call on hold,
the cumulative hold time for the summary period, and the number of times that
the agent transferred a call somewhere else af ter tak ing it. These la st items are
computed only for agen ts who a re connected to the system directly through an
“MSI” card. Amanda cannot be aware of hold and transfer activities by agents
who are connected by an external telephone switching system.
For report column header descriptions see Appendix A
Table 1: Call Report Reference Table.
10.7 All Q Specific Agent Stats
This report is specific to an agent for all queues that the agent is a member of.
The purpose of this report is to get the global performance of the agent. For
example if you did a regular agent report the numbers might look bad, because
the agent was spending constructive time in another queue.
10.8 Specific Agent Actions
This report is different from the other agent reports. Instead of summarizing the
activities of agents over periods of time, this report shows the individual actions
of an agent wit h respect to the cu rrently connect ed queue. A ctions i nclude
logging in, becoming available or unavaila b le, ta k ing a call, finishing a call, etc.
48
Page 49
Figure 35: Example Specific Agent Actions Report
For report column header descriptions see Appendix A
Table 1: Call Report Reference Table.
10.9 Agent Need
This report g ives the supervis o r an idea of the o verall activity in a q ueue over a
period of time, broken down by a selected interval (such as, hourly). In
particular, it can help the supervisor focus on which times the call center may
be over or under staffed, because it evaluates the rat e that th e agents availa ble
were removing calls from the queue versus the rate at which calls entered the
queue, during each period, and from that information, it calculates the
optimum number of agents that should have been the right number to
handle that call volume. This report should only be used as a historical bases
and cannot predict the future.
49
Page 50
Figure 36: Example Agent Need Report
For report column header descriptions see Appendix A
Table 1: Call Report Reference Table.
10.10 Call List… Specific Agent
This report allows the supervisor to see how many calls a specific agent has
taken providing important information about each specific call including the
time, caller id number (if applica b le), how long each ca ller held in queue before
their call was answered (delay), how long the agent was on the call (talk time),
and shows any comments entered by the agent about the call (if wrapup
commen ts are en abled). Figure 37 shows an example Specific Agen t repor t.
50
Page 51
Figure 37: Example Call List / Specific Agent Report
For report column header descriptions see Appendix A
Table 1: Call Report Reference Table.
10.11 Call List… All Agents
This report is very similar to the Specific Agent report except it shows answered
by all agents. Figure 38 shows an example of an All Agents report.
Figure 38: Example All Agents Call List Report
51
Page 52
For report column header descriptions see Appendix A
Table 1: Call Report Reference Table.
10.12 Call List… Dropped Calls
This report is different from the other call list report b ecause it only shows calls
that were dropped from the queue before being connected to an agent. This
information is useful to a supervisor where they can access the caller id
numbers of the dropped calls and call them back or have an available agent
return their calls. A dropped call report shows the time, caller id, and how long
the caller held in queue before hanging up or dialing out of the queue. Figure
39 shows an example dropped call report.
Figure 39: Example Dropped Call Report
For report column header descriptions see Appendix A
Table 1: Call Report Reference Table.
52
Page 53
11 Window Menu Options
Using the Window menu, shown in Figure 40, you can customize the CallQ
Agent view to your liking.
Figure 40: The Windows Menu
The following list explains what each window menu option is used for:
Show Statistics This is a “toggle” which you turn on or off (as indicated by a
check m ark). When on, then in addition to whatever ot her windows you
have on the CallQ Agent screen, you’ll also have a display of the r eal-time
statistics of the queu e called the “Dashboard ”. The D ashboard is
described in Subsection 11.1.
New Window Used to open a connection to another call queue.
Cascade When multiple call queues are open, you can cascade windows for
easier c all ma nagement.
Tile When mu ltiple call queues are open, you ca n tile them maki ng it easier to
see calls in multiple call queues at the same time.
Arrange Icons When connected to multiple queues, or even a si ngle queue and
call queue icons are min imized, arrange icon s make i t easy to organi ze
the queues.
These f eatures are mos t useful when connecting to multiple call q ueues at the
same time. For examp l e if you choose the tiled view w hile connected to two
queues, you’ll see something like th e screen sh own in
Figure 41.
53
Page 54
Figure 41: Example of connecting to two queues simultaneously
11.1 Real-Time Statistics Dashboard Display
An example of this display is shown in Figure 42. The information shown in
this display includes:
Call Queue This control allows you to determine which of the queues to which
you are connected should have its real-time statistics displayed in the
Dashboard.
Calls Actively Waiting This section gives information about the calls are
currently in queue holding for an agent:
Total This is the number of calls that are curr ently waiting to be
connected to an agent.
After high time This is the number of calls which have been
waitin g more than the n u mber of seconds specified for the queue
in the “High Queued Time” parameter.
Longest waiting Of the calls that are currently waiting, this is time the
longest-waiting call has been waiting.
Call Statistics This section displays information about calls that have
entered the queue (though they are not necessarily still in the queue).
The informa tion shown is for either the current day or since the
beginning of the current hour, depending on whether the “For the
current hour” checkbox is marked. The information in this area includes:
Entered This sh o ws the number of calls which entered the qu eue during
the selected period.
54
Page 55
Answered Shows the number of calls answered during this period.
This number can potentially be higher than the number of calls
entered, since the calls may have entered the queue prior to the
beginning of the period.
Answered hour rate Shows the hourly rate that agents are
answering calls (updated every 5 minutes). This value is also used
when the s ystem pl ays an estimate of the expected waiting t i me
for callers entering t he queue, by comparing the answered rate
with th e number of call s ahead of that caller .
Agents needed Based on the Entered and Answered hour rates, an
estimate of the number of agents needed to make t he Answered
rate equal to the Entered rate.
Dialed out This is the number of callers who have dialed out of the
queue other than going to voicemail. It will be zero for queues for
which dialout is not allowed by the queue administrator.
Voicemail This is the numb er of ca lls whic h entered t he queue an d
subsequently went to voicemail before reaching an agent. Such
calls may not actually have left voicemail. Calls go to voicemail
either b y pressi ng the * k ey (if dialout is allowed for the queue) or
because the maximum number of callers or maximum waiting
time fo r the queu e have been reached.
Early hangup This is the number of calls whi ch entered the queue and
Hung-up after a short time. The implica t ion is tha t such ca llers
may have entered the queue unintentionally. The time parameter
for determining which hangup calls fall into this category is set by
the queue admini strat o r as th e “Minimu m Lost” setting .
Lost/hangup This is the number of calls which hung up during the
period, excluding those counted as “Early hangup” calls.
Timed Out Shows the n u mber of calls that held in queue for the
maximum amount of time without being answered by an agent.
Time Started Shows the time the statistics started (statistics start
immediately after logging into a queue).
Agent Statistics This section shows the number of agents logged into the
queue, and of t hose, the number which are Busy on a call , Avail able to
take a call, o r are in the Unavailable state. For each of these four
categories, yo u can pr ess the as sociated butto n to see a li st of th e agents
in that category.
55
Page 56
Figure 42: Example of the real-time statistics “Dashboard”
The Dashboard display shows data, which is instantaneously updated. That is,
as soon as a call comes into the queue, the Entered value will be incremented.
When it is connected to an agent, dials out, or hangs up, the appropriate fields
will also be updated right away. In contrast, the data tha t is used for the Call
Reports is for calls, which have completed— either finished wrap-up, or dialed
out or hung up. Therefore, the Entered and Answered values will “lead” the
values shown in a report for the current hour, because the include calls that
will not be journaled to the statistics database until after the agent hangs up
and wrap-up completes.
56
Page 57
Appendix A
Table 1: Call Report Reference Table
Column Header Description Reports Used
Action
Represents act ions taken by ag ents of
the call queue. Actions can be attaching
to a queue, checking for calls, making
you available, unavailable, connecting a
call, wrapping up a call a nd detaching
from the queue.
Agent The mailbox number and or name of
each ag ent of th e queue.
Agents N eeded
The number of agents n eeded is
calcul ated ba sed on the number of call s
and call duration for the specified time
period.
Agent Skills Used for custom call routing. Calls can
be routed based on skill sets. Custom
programming is required to use this
feature.
Answered The number of calls answered by agent s
of the q ueue.
Answered Rate The rate agent s are an swering calls p er
hours. Results will vary base on how the
report is summarized (i.e. based on
hours, day of week, week, month, or day
of month).
Available The number of times wit hin the sp ecified
time period that agents were in an
available state.
Available Time The amount of time the agent wa s in an
available state over the entire report ing
period.
Ave Delay The aver a g e dela y s ho ws t h e a ver age wait
time before callers are being answered by
agents of the qu eue for the given time
period.
Ave Duration Shows the average call durat i on for the
specified time period.
Agents: Speci fic
Agent Actions
Caller ID, Agents:
All Agent Stats, Call
List: All Agents
Agents: Agent Need
Calls: Incoming
Calls
Agents: Agent Need
Agents: Agent Need
Agents: Speci fic
Agent Stats, Agents:
All Q Specific Agent
Stats, Agents: All
Agent Stats
Calls: Incoming
Calls
Calls: Call Duration
57
Page 58
Ave Handling
Time
The av erage ta lk time plus the average
wrapup time.
Ave Lost Delay The average lost call delay based on the
total delay time of lost calls divided by
the total number of lost calls.
Ave Talk Time The av erage ta lk time per call based on
the specified time period and number of
connect ed calls. The a verage talk time is
equal to the total talk time divided by the
number of connected calls for that period
of time.
Ave Wrapup
Time
The average wrapup time. If wrapup
commen ts are n o t enabled, the average
wrapup time will be 0 minutes (i.e. no
additional wrapup time is added).
Busy
The number of times agents wer e busy.
Calls Handled Total num b er of calls taken over the
entire reporting period.
Caller ID
A caller id number is required when
running a caller id report. When running
this type of report you must specify a
telephone number to report on.
Check Call Time The time it takes after you wrapup to
determine if you’re going available,
waiting for a new call or being assigned
an existing call.
Comments Shows the Wrapup comments entered by
an agent. Wrapup comments must be
enabled to use this feature.
Data Additional information relating to which
queue a given action occurred for.
Delay Shows how long the caller held in queue
before being answered by an agent.
Dialed Out The number of callers who dialed out of
the queue before being answered by an
agent.
Calls: Incoming
Calls, Agents:
Specific Agent Stats,
Agents: All Q
Specific Agent Stats,
Agents: All Agent
Stats
Calls: Lost Calls
Calls: Incoming
Calls, Agents:
Specific Agent Stats,
Agents: All Q
Specific Agent Stats,
Agents: All Agent
Stats
Calls: Incoming
Calls, Agents:
Specific Agent Stats,
Agents: All Q
Specific Agent Stats,
Agents: All Agent
Stats
Agents: Agent Need
Agents: Speci fic
Agent Stats, Agents:
All Q Specific Agent
Stats, Agents: All
Agent Stats
Agents: Speci fic
Agent Actions, Call
List: Specific Agent,
Call List: All Agents,
Call List: Dropped
Calls
Agents: Speci fic
Agent Stats, Agents:
All Q Specific Agent
Stats
Call List: Specific
Agent, Call List: All
Agents, Call List:
Dropped Calls
Agents: Speci fic
Agent Actions
Caller ID, Call List:
Specific Agent, Call
List: All Agents, Call
List: Dropped Calls
Calls: Lost Calls
58
Page 59
Dropped Calls The number of times th at the a gent was
in the Availabl e state a nd was presented
with a call that the agent did not answer.
Entered Rate
The number of calls t hat entered the
queue per hour.
Hangups The number of calls that hung-up before
holding for the minimum lost duration.
Callers who hold longer than the
minimum lost seconds and hangup prior
to being connected to an agent or dial out
of the q ueue are co nsidered lost ca l ls.
Holds The number of times an agent put a call
on hold. This only applies to system
using MSI cards.
Hold Time The total elapsed time that calls were
placed on hold.
Instance
Each t ime the caller ha d dialed into th e
queue will be represented by a unique
instance. The information following the
instance pertains only to that particular
instance (i.e. 0 is the first time they
called, 1 is the second, etc.).
Login Time The cumulative time an agent was logged
into the call qu eue.
%Lost The percentage of calls that were lost
based on the total number of calls
offered.
Lost Calls The total number of calls that hung-up
or dia led out of the queue prior to being
connected to an agent, but who held for
longer then the minimum lost duration.
Lost The number of calls that hung-up after
the early hangup period. Callers that
hang-up prior to the early hangup period
are not counted as real calls.
Max Delay The maximum delay shows the longest
time a caller w aited to be answered by an
agent of the queu e for the g iven tim e
period.
Agents: Speci fic
Agent Stats, Agents:
All Q Specific Agent
Stats, Agents: All
Agent Stats
Agents: Agent Need
Calls: Incoming
Calls, Calls: Lost
Calls
Agents: Speci fic
Agent Stats, Agents:
All Q Specific Agent
Stats
Agents: Speci fic
Agent Stats, Agents:
All Q Specific Agent
Stats
Caller ID, Agents:
Specific Agent
Actions, Call List:
Specific Agent, Call
List: All Agents, Call
List: Dropped Calls
Agents: Speci fic
Agent Stats, Agents:
All Q Specific Agent
Stats, Agents: All
Agent Stats
Calls: Lost Calls
Calls: Lost Calls
Calls: Incoming
Calls
Calls: Incoming
Calls
59
Page 60
Max Lost Delay The longest amount of time a caller
waited to be answered before deciding to
hangup before being answered by an
agent.
Max Duration Shows the highest call duration for the
specified time period.
Max in Queue S hows the h ighest number of calls
holding in queue at the sa me time for the
given time period.
No Agent Skills The number of times callers attempted to
enter th e queue with no agents avail able,
or are in queue wh en there are no agents
available with the required skills (when
agents with those skills leave the queue).
Number Calls The total number of calls that entered
the queue for the g iven time period.
Offered The total number of calls that entered
the queue for the s pecified time per iod
(summarized by hour, day, day of week,
day of month, week or month).
Productivity % A percentage of the amount of time being
in any other state other than unavailable.
If your unavailable time is high then
productivity will be low.
Queue
Shows which queue an agent attached to
or from.
Queue Full The number of times th e maxim um
number of allowed calls were in the
queue at once. This parameter only
applies when you limit the number of
calls that can hold in queue at the same
time.
Talk Time Shows how long the agent sp oke to the
caller for that call.
Time Each report can be summarized by hour,
day, day of week, day of month, or
month. When the report is summarized
by hour, the hours are shown using
military time.
Timed Out The number ofcalls who held in queue
Calls: Lost Calls,
Calls: Call Duration
Calls: Incoming
Calls
Calls: Lost Calls
Calls: Call Duration
Calls: Incoming
Calls, Calls: Lost
Calls
Agents: Speci fic
Agent Stats, Agents:
All Q Specific Agent
Stats, Agents: All
Agent Stats
Agents: Speci fic
Agent Actions
Calls: Lost Calls
Caller ID, Call List:
Specific Agent, Call
List: All Agents
Calls: Incoming
Calls, Calls: Call
Duration, Calls:
Lost Calls, Caller ID,
Agents: Speci fic
Agent Stats, Agents:
Specific Agent
Actions, Agents: All
Q Specific Agent
Stats, Agents: Agent
Need, Call List:
Specific Agent, Call
List: All Agents, Call
List: Dropped Calls
Calls: Lost Calls
60
Page 61
for the maximum queue time without
being answered by an agent.
Transfers Number of successful call transfers from
the call queue to an agent .
Unava ilable The number of times within the specified
time period that agents were in an
unavailable state.
Unava ilable Time The amount of time the agent was
unavailable over the specified reporting
period.
Voicemail The number of calls that were transferred
to voicemail from the queue.
Agents: Speci fic
Agent Stats, Agents:
All Q Specific Agent
Stats
Agents: Agent Need
Agents: Speci fic
Agent Stats, Agents:
All Q Specific Agent
Stats, Agents: All
Agent Stats
Calls: Lost Calls
61
Loading...