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This guide provides detailed instructions on how to navigate and use the Call Queues feature as an agent in the Omnia Portal. It covers topics such as accessing the Agent Dashboard, switching between queues, logging in/out, pausing/unpausing, filtering agent views, and viewing agent status and statistics. It also includes information on queue stats, active calls, and calls waiting.
This document applies to the following user roles within Omnia:Any role that is assigned as an agent to a queue.

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Accessing the Agent Dashboard

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

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Switching Between Queues

  1. 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.

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Logging In/Out of a Queue

  1. 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.

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Pausing/Unpausing

  1. 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.

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Filtering Agent View

  1. 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.

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Viewing Agent Status

  1. 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.

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Viewing Agent Statistics

  1. 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.

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Viewing Queue Stats

  1. 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.

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Viewing Active Calls

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

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Viewing Calls Waiting

  1. Viewing Calls Waiting:
  • Lists waiting calls with details such as # (position), Name, Number, Ringing, and Time.

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Agent Dashboard Overview

  1. 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.