The Queue dashboard provides detailed statistics about queues in relation to calls received in them. It works in a very similar manner to the Agent Dashboard.
Access it by selecting Queue Dashboard from the Menu.
There is an important distinction to note here:
By selecting All Queues you will be comparing the number of calls per queues, showing you which queue is busier.
2. Select Time Frame
- Total Calls - A count of all calls, answered or missed, for all selected queues in the selected time frame.
- Total missed calls - A count of all missed calls for all selected queues in the selected time frame.
Exits Calls - This counts how many exit calls were generated per all selected queues in the selected time frame.
Exit calls are calls that are redirected to a new destination based exit rules that are triggered when certain thresholds are met. For example a hold time of over ten minutes for a call will trigger an exit rule and redirect a call to another queue. For a more comprehensive explanation see the article What are Exit Calls and Exit Rules?
Exit rules are set in the Queue Manager. See our Queue Manager User Guide for more info.
Total Agents - A count of the number of agents that answered calls or missed calls for all selected queues in the selected time frame (if an agent phone didn't ring he is not counted here.)
- Total Call Duration - A count of the total duration of talk time plus hold time for all selected queues in the selected time frame.
- Total Hold Time - A count of the total duration of call holding time for all selected queues in the selected time frame.
- Total Talk time - A count of the total duration of call talking time for all selected queues in the selected time frame.
- Total Call back - A count of the number of call backs for all selected queues in the selected time frame. A call back is a prompt a client hears while waiting, asking him if he would like to enter a phone number and have an agent call him back instead of continuing to hold.
Data values can also be selected and applied to the charts. More on this later.
Charts to Display
Here you select what data charts will be displayed. Each chart has its own window. You check-mark charts that you want to be displayed and uncheck data that you want to be removed from the screen.
Column Chart by Queue - Self explanatory. Column chart showing either calls, durations, or agents for all selected queues in the selected time frame. Hover your mouse on any of the columns to display a text bubble with an exact figure for the relevant item. Here, for example, it shows that Emma Cummings had 20 calls.
Doughnut chart by queue - Self explanatory. Doughnut chart showing either calls, durations, or agents for all selected queues in the selected time frame. Hover your mouse on any of the doughnut's section to display a text bubble with an exact figure for the relevant item. Here, for example, it shows that Christopher Cherry had 24 calls.
Line chart by time - Line chart for all selected queues in the selected time frame showing the relation between either calls, durations, or agents and points in time. Click on the green arrow icons on the left or right to scroll the window. Hover your mouse anywhere the line changes an angle or at the edge of the window to display a text bubble with an exact figure for that time point. There are four such points in the example shown here, marked by red circles. "5 agents" are shown at the mouse point.
Column chart by time - Column chart for all selected queues in the selected time frame showing the relation between either calls, durations, or agents and points in time. Click on the green arrow icons on the left or right to scroll the window. Hover your mouse on any column to display a text bubble with an exact figure for the relevant time point. Here, for example, on the 15th of the month the talk duration total was "03:10:53" hours.
Related Call Logs - This is not a chart, but a list of calls for all selected queues in the selected time frame reflecting the selected data value. The log lists the Phone Number of the caller, the Queue the call arrived at, the Agent that handled it, the Hold Time for the call, the Talk Duration, the Time of the call, and a brief detail of how the call was ended (by an agent, abandoned when nobody answered it, by the caller himself etc.)
Click on the icon on the right side to expand the window to full screen or to shrink it back to normal size.
Unlike the chart windows, you cannot move the Related Call Log window or resize it in another manner. It will always appear in the bottom of the screen and occupy a full lengh of it.
Notice the small arrows next to each log category. These allow you to sort the list of calls shown. One click on any arrow pairs will select the category and sort in ascending order, another click will sort it by descending order. Click on another category to resort the list accordingly.
This means the list can only be sorted by one category at a time. Which category is currently selected for sorting? This is indicated by the category having only one arrow next to it, instead of a pair. In the example above this is the Time category, marked by a red circle.
Resizing and Moving Charts
Click on the Full Screen icon on the top right corner of a chart window to resize it to occupy a full screen. All other charts and data will be hidden. To return the window to regular screen, click again on the icon on the top right corner .
Click on the Full Width icon on the top left corner of a chart window to double it horizontally and occupy the full length of the screen. All other charts and data will shift to accommodate the extra width.
The icon on the top right corner has now changed to Regular Width . Click it to cut the window chart back to regular width.
Note that because full length mode includes more times, the perspective of the chart may look different. In the example above it seems we had a strong peak on the 5th of the month. But when expended to full length we see that compared to the peaks on the 14th and the 17th the data from the 5th (marked by red ellipse) was actually very low in magnitude.
To move a chart window, click anywhere inside it, hold the mouse button, and and then start dragging it around. The queue will become translucent. Move it over over another chart window that you want to switch places with. The chart window you will be switching places with will get red borders to indiacate it is selected. Let go of the mouse button and the windows will switch places.
If you start dragging immediatly, your browser may think you are trying to highlight text. Therefore click, wait a moment, and then start dragging.
Unlike the Queue Menu where you can only select All Queues or one specific Queue, the Filter by Queues allows you to select multiple queues at once. Check and uncheck the queues you want to work with and click Filter. The queues you have checked will immediately be applied to all open charts.
Also only the checked queues will be available in the Queue Menu. This means that when you select All Queues, you are not really selecting all the existing queues in the ACD, but just those that you previously checked here.
4. Apply Data to Charts
The data values appearing in the information bar, in addition to providing information, also function as clickable buttons. When you click one of them, you choose what kind of data value will be applied to what all the chart windows display. The currently clicked value is brown in color and also indicated by a line, as marked by the red arrow above.
So if we have Total Agents clicked we will get a chart window like this:
And if we click Total Talk Time we will get a chart window like this:
There is a very important distinction to note here.
If you have several queues or All Queues being selected, as in the above examples, the data in all the charts displayed will directly relate to the clicked data value. Simple enough. Total Agents will display a breakdown of agents per Queue in all charts . Total Talk Time display a breakdown of talk time per queue in all charts etc.
But if only one queue is selected, the chart windows may display additional breakdown relating to both the clicked data value and agents involved.
In the example we see here, we have only the Sales Department queue selected and we have clicked a data value of Total Agents. The Line Chart by Time indeed shows us the number of agents in relation to dates. The Column and Doughnut Charts by Queue indicate the four agents by either a column or a doughnut section, and also show us the number of calls per agent.