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As a queue agent, you use the Agent Dashboard to log in and out of your queues, pause yourself, and watch queue activity.
This page is for these Omnia roles:Any role that is assigned as an agent to a queue.

Accessing the Agent Dashboard

Click Call Queues, then Agent Dashboard.

Switching Between Queues

If you’re assigned to more than one queue, pick a queue from the dropdown to work in it. Everything below (logging in, pausing, filters, and stats) applies to the queue you select. An agent icon next to a queue means you’re an agent in that queue.

Logging In/Out of a Queue

Toggle the Logged In switch on or off. Your status shows the queue name with a green indicator when you’re logged in, or a red indicator when you’re logged out.

Pausing/Unpausing

To pause yourself in the queue, click the dropdown next to your profile and pick a reason. While you’re paused, your status shows an orange indicator with the queue name and the reason. To unpause, select Available.

Filtering Agent View

Use the dropdown to choose which agents to show:
  • All: Every agent, whatever their status.
  • Logged In: Only agents currently logged in to the queue.
  • Logged Out: Only agents currently logged out of the queue.

Viewing Agent Status

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

Viewing Agent Statistics

Under Queue Agents, you see real-time stats for the current day, based on the selected queue and your filters:
  • 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.

Viewing Queue Stats

The Queue Stats grid shows:
  • 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.

Viewing Active Calls

This list shows calls in progress from the queue, with Agent, Name, Number, and Duration.

Viewing Calls Waiting

This list shows waiting calls, with # (position), Name, Number, Ringing, and Time.

Agent Dashboard Overview

  • Completed Calls: Completed calls, split into inbound and outbound.
  • Agents: Ratio of available agents to callers.
  • Total Talk Time: Talk time, split into inbound and outbound.
  • Total Wait Time: Total wait time, with the shortest and longest waits.
  • Hourly Call Volume: A bar graph of calls per hour, with colors for inbound calls, inbound duration, abandoned calls, outbound calls, outbound duration, exit key, and exit timeout.
  • Completed SLA (30s): Calls completed within the 30-second service level agreement (SLA), and the service level achieved.
  • Abandoned Calls: Abandoned calls and the abandon rate.