Queue Monitoring Tab

All the queues shared with the supervisor are accessible from the left of the screen. Supervisors can view a quick snapshot of the queue from the card. They can also click on the queue card to view the agents working in that queue and monitor the overall health of the queue by tracking various KPIs. The Supervisor can monitor multiple queues at once - the queue cards present on the left allow supervisors to have a comprehensive view of all queues even while drilling down on any specific queues.

You can expand the first pane by clicking and holding the slider, dragging it to the right, and then releasing it. The Queues page serves as the landing page for Unified Routing, providing supervisors with an overview of all the work queues created in the workspace.

These work queues are channel agnostic, meaning customer cases from any channel can be routed to any of the work queues for assignment to agents.

To enable this capability, please raise a support ticket by contacting tickets@sprinklr.com.

Additionally, you can pin queus to appear at the top. Pinned queues in the card view will also be pinned in the table view, and vice versa, providing consistent visibility across different views.

Queue Groups

The Queue Monitoring Record Manager supports Queue Groups which enables supervisors to monitor multiple related Queues simultaneously. Queue Groups are a collection of Queues that are grouped based on selected parameters. To monitor a Queue Group on the Queue Monitoring Record Manager, click the “Monitor Queue Group” button corresponding to the Queue Group name, which will load the various information related to it. If a Queue is not part of any Queue Group, it will be shown individually.

To group Queues, create a Work Queue Custom Field and tag all the Queues that must be grouped with it. Contact your Success Manager or reach out to support@sprinklr.com to create a pivot view for the Work Queue Custom Field.

The following parameters are shown in Queue Summary while monitoring a Queue Group:

Legend

• Sum: Displays the total sum of the parameter from all individual Queues within the Queue Group.

• Aggregate: Displays the average value of the specified parameter from all individual Queues within the Queue Group.

• Maximum: Displays the highest value of the specified parameter from all individual Queues within the Queue Group.

Agent Queue-Activation Manager

The Agent Queue-Activation Manager enables you to quickly activate or deactivate agents from specific Queues. This is particularly useful when agents are part of multiple Work Queues. The ability to manage agent activation from a single page helps supervisors efficiently allocate resources and ensure adequate staffing for each Work Queue.

Follow these steps to navigate to the Agent Queue-Activation Manager:

1. Go to the relevant Supervisor Console Persona App on the Launchpad. Explore standard Supervisor Console Persona Apps.

   

2. Select Queues from the Left Pane to open the Queues homepage.

3. Hover over the vertical ellipsis (⋮) icon corresponding to the relevant Queue Group. This will show the Open Agent Queue-Activation Manager option.

4. Select the Open Agent Queue-Activation Manager option to open the Agent Queue-Activation Manager.

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You can activate or deactivate agents from Work Queues from this page. Selecting the checkbox will activate the agent for those Work Queues while deselecting it will deactivate the agent for those Work Queues. Click the Submit button at the bottom right of the page to save the changes.

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By default, this page displays only the Work Queues that are part of the selected Queue Group. However, you can add additional Queue Groups and their respective Queues. To do this, click the WQ Group By Field at the top left of the page, select the desired Queue Group(s) from the list, and then click the Apply Filters button.

Aggregate View

After having the overall idea about queues health, the supervisor can further drill down by clicking the Queue card on the left.​

​For a selected queue, the summary of queue metrics, agent status and agent states are provided on the top.

Queue Summary - These 5 metrics are shown within the Queue Summary widget.

• Customer Waiting

• Call Abandon %

• SLA %

• Oldest Customer Waiting Time

• Average Wait Time

You can create Lenses, which are dashboard-based overlays, and map them to the queue summary metrics. These lenses allow you to drill down into metric data for a more in-depth analysis.

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Agent Status - Shows the aggregate summary of the agent's availability status, such as Available, Unavailable, Lunch, Tea break, Connection issue, etc. This value comes based on the defined values of the User Availability Status Custom Field.

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Agent State - Shows the aggregate summary of agents' current states such as On Outbound Call, On Inbound Call, Call Ringing, Idle, Working on a Case, etc. It helps you understand the live activity performed by the agent.

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Clicking the desired status will show the corresponding states in the state widget and the table will be filtered based on the selection. Further, on clicking the state, an additional filter will be applied which will show data based on the selection of agent status and state. This helps the supervisors to effectively monitor the team members with just one click.

Detail View

Supervisors have the option to monitor at an individual agent level. The agent's current state is located in front of the agent name. It helps Supervisors to understand the live activity performed by the agent. These columns can also be plotted via the Manage Columns tab. The name of the columns is User Current State and Agent Time in Current State.

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Following are the agent states that are shown along with the timer to monitor live agent activities:

On Outbound Call - Agent on an outbound call​

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On Inbound Call - Agent on an inbound call​

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Call Ringing - Call is ringing​

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On ACW - Agent filling ACW​

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Working on a Case - Agent working on a social case​

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Call on Hold - Customer call on hold​

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Idle - Agent idle

In the idle state, a user can be inactive, unavailable, on lunch, on break, etc. Hence, to change the 'idle' state to 'not available', please work with your Success Manager.

Agent initiating video call - Agent initiating a video call to customer​

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Video call in progress - Agent in video call with customer​

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Incoming user video call - Inbound video call to agent

Setting up video call for participants​

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Case/Call Actions

When you click user current state such as on-call, the case number will pop up on a case as shown below

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The pop-up will show the case number on which the agent is working. After clicking on this case number, a third pane view will appear showing the detailed view of that case.

Third pane view of current working case

The third pane of the current working case consists of tabs like Case, Properties, Collaborate, Tasks, Historical Cases, Smart Assist, etc. From here Supervisor can see the conversation, collaborate with agent to give guidance and can see case properties like channel, custom priority, customer sentiment and other critical case related metrics.

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Listen

Listen helps the supervisor to get the contextual clarity about the conversation between the agent and the customer. Listening on a call means that neither the agent nor the customer is aware of the supervisor listening in on the call. Listening in a non-voice case means opening the case conversation view and from there, the supervisor can add notes (whisper) or barge in (reply).

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Whisper

For Voice - When an agent is on a call, the supervisor can whisper to the agent. Whispering entails speaking to the agent where only the agent can hear that and not the customer. The supervisor can give suggestions while listening to the call or the supervisor can whisper without listening to the call and let the agent know about something that is not related to the current call, like “You are lagging behind your quota for today”.

For Digital - Whispering in digital is the same as adding notes in case collaboration widget.

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Barge In

The supervisor can directly barge in on a call, which means that the supervisor joins the “conference call” with the customer and the agent. Supervisor does this action to take control of the conversation when the agent is not able to clarify the customer query.

Agent Actions

Change Agents Current Status and Login Current Status - The Supervisor has the autonomy to change the User Current Status and Login Current Status.

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​Logout - Select to logout the agent.

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​View Performance  - Supervisor can click on View Performance to monitor the customized monitoring dashboard for the agent.

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View Agent Activity - Click the Options icon against the agent name and select View Activity option to view the agent activities on the case.

This helps the supervisor to view and monitor the agents’ activity stream within Supervisor Console which includes:

• Logged In

• Logged Out

• Answered/Declined call

• Receiving warm/blind transfer call

• Connect back

• Attended/Initiated conference

• Scheduled Call back

• Call back happened

• Filled ACW

• ACW Timer reached

• Macro applied by

• Case assigned to / unassigned from

• Notes added by the user on cases/messages

• Macro run on cases/messages

• Likes on cases/messages

• Profile Comments (Enhance Add comment)

• Assignment and un-assignment of cases/messages

• Agent Status Change Trails

Switch to User Settings Audit from the top left to see the trail of all the changes made to the user's properties by other users like changes in User-level Custom Fields, User Groups, Assigned Roles, Skills, Capacity Configuration and Voice Settings.

You can export the Agent Activity report by clicking the Export icon in the top right corner of the Activity pane and download the export report in Excel or CSV format. You need to choose the desired timeline to view the Agent activity. The Supervisor will receive a notification once the agent activity report has been exported in Excel or CSV format. Besides that, the case numbers for all the activities related to cases will be displayed in export.

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Edit/Add Skills - The supervisor can add a skill, increase or decrease the proficiency level of the skill or delete the skill of the agent. Based on the supervisor’s action, only the cases which map to agents skills will be assigned to the agent.

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Deactivate in workqueue - Supervisors have the ability to activate or deactivate agents within a work queue. The Workqueue column will display their status, indicating whether the agent is currently active or deactivated. This ensures that supervisors can easily manage and monitor the status of all agents in the work queue.

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Macro - Apply the desired macro. Additionally, you can choose multiple agents and apply the macro action at the bottom to execute it in bulk. To get this capability enabled, please reach out to our support team at tickets@sprinklr.com.

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​Agent Third Pane - Click the View Details icon to open the Agent third pane customized for each agent. The Supervisors can switch between Overview, Properties, Activity and Quality Analytics tabs. Quality Analytics tab enables them analyze different metrics such as Total AI Evaluations, Average Quality Score, Average Predicted CSAT Score, etc.

To edit properties, supervisors must have the Edit (User) permission under Setup.

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Dashboard Actions

​Export the Queue dashboard in Excel/CSV - Click the Export icon in the top right corner of the Queue's page to export the data of the dashboard to excel or CSV format.

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Enter the desired details on the Export window such as the Format - Excel File or CSV File, or date range for which the queue dashboard report should be exported. The file name is filled by default. Click Export after providing all the details.

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​Filters - Supervisor can add the desired custom filters on any queue dashboard based on Login Current Status, User Current Status, User Current State, or User Skill (lookup), Work Queue Custom Properties, etc.

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​Team Filters - Click the User Filter dropdown in the top left corner of the Queues page to change the team filter. To get this filter enabled, please raise a support ticket at tickets@sprinklr.com.

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​Refresh - Click the Refresh icon in the top right corner to view the new changes on the Queues page, if any.

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​Sort By - Click the Sort By icon in the top right corner to sort the dashboard by a specific column, in ascending or descending order.

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​Time Range and Time Zone Filter - Select the Time Zone and the Time Range from the top right to view the data insights for that duration.

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The supervisor can provide the desired Start Date and End Date for which they want the Queue dashboard data to be populated. Click Save at the bottom after selecting the time zone and the time range.

Actionability on Calls Waiting in Queue (Take Call / Transfer Call)

Supervisors can take action on calls waiting in the queue by either taking the call themselves or transferring it to another agent or Work Queue. This helps reduce customer wait times and improve overall team efficiency.

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Supervisors can take the following actions on calls waiting in the queue:

• Take a call

• Transfer a call

Take a call

To take a call, follow these steps:

1. Open the relevant Supervisor Console persona app from the Launchpad.

2. In the left pane, click Queues.

3. For a voice call, click the three-dot icon beside the case number.

4. Click Take Call.

Transfer a call

To transfer a call, follow these steps:

1. Open the relevant Supervisor Console persona app from the Launchpad.

2. In the left pane, click Queues.

3. Click the three-dot icon next to the case number.

4. Click Transfer Call.

5. In the pop-up window, choose whether to transfer the call to a queue or an agent.

• From the Transfer To drop-down, select Queue or Agent.

• Depending on your selection, the queue or agent drop-down is displayed.

6. Select the desired queue or agent.

7. Click Transfer Call.

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The call is transferred to the selected queue or agent.

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