Monitoring Queue Statistics Using The Phone; Supervising Other Agents' Calls - Toshiba Strata CS User Manual

Monitoring queue statistics using the phone

Agents who have permission to monitor queue statistics can hear the current statistics for a
queue at any time by picking up a Strata CS phone and dialing
to select the queue for which they want to hear statistics.
Dialing
midnight at the beginning of the current day.

Supervising other agents' calls _____________________________

Agents can use the Supervise commands—Monitor, Coach, and Join—to supervise other
agents' calls. For an explanation of Monitor, Coach, and Join, see "Supervising other users'
calls" on page 12-14.
Supervising in a call center is a separate feature from supervising personal calls, and the two are
controlled by different permissions, as follows:
Supervising personal calls.
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permissions set up by your system administrator. Users with only these permissions
cannot supervise call center calls.
Supervising call center calls.
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agent with agent permissions set up per queue by your queue administrator. As a call
center supervisor, you can supervise only other agents in your queue, and only their
queue calls, not their personal calls.
Note:
For you to supervise an agent's outbound calls, the agent must have associated his or her
outbound calls with the queue. See "Placing calls from a queue" on page B-8.
C-16
plays the queue statistics shown in the following table. Statistic totals are kept since
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Callers waiting
Expected wait time
Active agents
Total calls
Abandon rate
Number of callers waiting on the queue.
Rough estimate of how long callers can
expect to wait if they called right now. The
formula used is <total wait time of all
answered calls so far this day> / <number of
answered calls so far this day>.
Number of agents currently available. This
includes all agents who are signed in and in
the personal status Available or Available
(Queue Only).
Total number of calls received today (since
the last midnight).
Abandoned calls as a percentage of total
calls.
Supervising personal calls requires Strata CS user
To supervise call center calls, you must be a call center
. The system prompts them
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