Queue Monitoring

Articles

(7)
RS
Persona App Controls for Grouped Queues

The Grouped Queues and Grouped Queue Monitoring modules provide supervisors with centralized access to manage and monitor collections of related work queues and their associated agents. These modules can be integrated into the Supervisor Console persona app through the Persona App Manager.Two screen

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20.10

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Queue Monitoring

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Queue Monitoring Overview

What is Queue Monitoring Feature?With Queue Monitoring feature, supervisors get's a bird's eye view of all their queues in real-time. At the same time, supervisors can drill down on the individual queues to monitor and analyze key metrics like SLA, Customers Waiting, Average Wait Time, Aba

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Queue Monitoring Overview

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Why Queue Monitoring is crucial for Supervisor?

Supervisors can use queue monitoring to check the pending cases, total wait time, SLAs and agents associated with different queues on one screen. ​Increase your team's efficeincy Monitor the overall health of Queues and agents present in queues to effectively manage influx of cases that are com

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Queue Monitoring

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Deep Dive into the Queue Monitoring Screen

The Queue Monitoring screen is a centralized, real-time dashboard that allows supervisors to monitor work queues, view the agents assigned to those queues, and track their current statuses and states.All the queues shared with the supervisor are accessible from the left of the screen. Supervisors ca

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Deep Dive into the Queue Monitoring Screen

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Configuration Steps for Queue Monitoring

The Queue Monitoring feature is available in Supervisor Console by default. Supervisors can create new dashboards and can customize queue cards by adding metrics. Actions on Queue CardsActionsDescriptionManage ColumnsThe supervisor has the control to show all or specific colums by clicking the Manag

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20.10

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Queue Monitoring

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Queue Group Monitoring

Queue groups are collections of queues that are grouped based on certain parameters. They are particularly useful for managing a large number of work queues efficiently. Instead of handling work queues individually, you can organize them into queue groups for streamlined management.Note: Queue group

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20.7.1

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Queue Monitoring

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Customize Grouped Queues Dashboard Using Record Manager

The Supervisor Console enables monitoring of grouped work queues, organized by predefined criteria such as department, date, or user group. You can configure and manage the Grouped Queues Monitoring dashboard through the Record Managers screen within Supervisor Settings.This screen allows you to cre

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20.10

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Queue Monitoring

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