Monitoring Calls In Queue - AT&T MERLIN LEGEND MLX-20L Supervisor 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. You can also
determine whether additional agents are needed to handle
call volume.
There are two ways to monitor calls in queue:
Using Calls-in-Queue Alarm. The light next to the
Calls-in-Queue Alarm button lights when the queue
limit is reached, and the external alert is activated
your system has one.
Inspecting the number of calls in queue. Press Inspct
and then Calls-in-Queue Alarm (labeled with the
name of the calling group). The Inspect screen on
your display shows the number of calls currently in
queue. (This feature is available only on MLX
telephones.)
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Monitoring Calls in Queue
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