Omnia: Call Queues (Agent)

Alert: This document applies to the following user roles within Omnia:

• Any role that is assigned as an agent to a queue.

1. Access the Agent Dashboard:

• Click Call Queues, then click Agent Dashboard to open the Agent Dashboard.

2. Switch Between Queues:

• If you are assigned to multiple queues, click the dropdown and select the appropriate queue to see the details and complete actions pertaining to the selected queue.
• An icon of an agent next to the queue indicates that you are a queue agent in that queue.

3. Log In/Out of a Queue:

• If you are a member of multiple queues, click the dropdown and select the appropriate queue.

• Toggle the Logged In switch on or off to change your status.

  • When logged out, your status will show a red indicator and the name of the queue you are logged out of.
  • When logged in, your status will show a green indicator and the name of the queue you are logged into.

4. Pause/Unpause:

• If you are a member of multiple queues, click the dropdown and select the appropriate queue.

• Click the dropdown next to your profile and select one of the available options to pause your agent out of the queue.

• When paused, your status will display an orange indicator with the queue name and the reason for the pause.

• To unpause, select Available from the list.

5. Filter Agent View:

• Select the appropriate queue from the dropdown menu.
• To see agents, filter the agent view by selecting All, Logged In, or Logged Out from the dropdown.

Agent Status Descriptions:

• All: Displays all agents regardless of their status.
• Logged In: Shows only agents who are currently logged into the queue.
• Logged Out: Displays agents who are currently logged out of the queue.

6. View Agent Status:

• Hover over an agent's name to see their current status.
  • Idle: The agent is not on a call.
  • Green: The agent's phone is ringing.
  • Blue: The agent is on a call.

7. View Agent Statistics:

• Under Queue Agents, you can see statistical data for the current day based on the selected queue and your filters, including:
  • In: Inbound call count.
  • Out: Outbound call count.
  • Refused: Refused or abandoned call count.
  • Time In/Out: Total talk time for inbound and outbound calls.
  • Pause Time: Total pause time.
• All stats are in real-time for the current day.

8. Queue Stats Grid:

• The Queue Stats grid will provide several meaningful data points regarding queue stats including:
  • Agents:Callers: Ratio of available agents to callers.
  • Agents:Ready: Number of agents ready to take calls
  • Active Calls: Number of active calls.
  • Calls Waiting: Number of calls waiting in the queue.

9. View Active Calls:

• See active, in-progress calls from the queue, with details such as Agent, Name, Number, and Duration.

10. Viewing Calls Waiting:

• Lists waiting calls with details such as # (position), Name, Number, Ringing, and Time.

11. Agent Dashboard Overview:

• Completed Calls: Number of completed calls, categorized into inbound and outbound.
• Agents: Ratio of available agents to callers.
• Total Talk Time: Total duration of talk time for calls, separated into inbound and outbound.
• Total Wait Time: Total wait time for calls, highlighting the shortest and longest wait times.
• Hourly Call Volume: A bar graph showing the volume of calls per hour, with different colors representing inbound calls, inbound duration, abandoned calls, outbound calls, outbound duration, exit key, and exit timeout.
• Completed SLA (30s): Number of calls completed within the Service Level Agreement (SLA) of 30 seconds and the service level achieved.
• Abandoned Calls: Number of abandoned calls and the abandon rate.