Monitoring Calls In Queue - AT&T MERLIN LEGEND Calling Group Supervizor's Manual

Calling Group Supervisor Activities

Monitoring Calls in Queue

By monitoring the calls in a calling group's queue, you can
ensure that calls are handled efficiently and determine
whether additional agents are needed to handle call volume.
There are two ways to monitor calls in queue:
by using the Calls-in-Queue Alarm. The light next to the
Calls-in-Queue Alarm button goes on when the limit is
reached and, if your system has one, the external alert is
activated. (See "Calls-in-Queue Alarm" in Chapter 3.)
by "inspecting" the number of calls in queue. Press Inspct
and then the Calls-in-Queue Alarm button (labeled with
the name of the calling group), and the Inspect screen on
your display shows the number of calls currently in queue.
(This feature is available only on MLX display phones. See
the next page for instructions.)
To Inspect the Number of Calls in Queue
(MLX Display Phones Only)
1. Press Inspct.
2. Press button labeled with Calls-in-Queue Alarm (name of
calling group).
The following information is displayed on the screen:
GrpCl followed by name of group (if system is setup to show names).
number of calls in queue.
Note: The number of calls in queue on the display is not
updated. To see the number of calls you must repeat step 2.
4-4 Monitoring Calls in Queue