Queue Manager Dashboard

Overview and functional documentation for multi-queue live stats dashboard

Overview

This feature allows you to create custom drag and drop live stat dashboards for queues in your accounts. This feature can be found in Omnia at User Panel -> Call Queues -> Live Stats.

Each layout can include up to 15 queues at a time. By default, all stats include the totals for all selected queues in the dashboard. Each widget can be filtered to single or multiple queues.

Sample Dashboard Screenshot

Table Widgets

Queues Table

This is a table view for all queues selected in the current layout. It displays stats for each queue and is searchable.
Sort functionality is available and column filtering allows customizing the table to show only the stats you are interested in.

Agents By Queue Table

This is a table view for all agents across all queues in the current layout. It displays user stats, as well as logged in/out and pause/unpaused information about the agent.
Allows logging agents in / out and pausing / unpausing
Sort functionality is available and column filtering allows the table stats to be customized to your needs.

Agent Totals

This is a table view for all agents similar to the agents by queue table. The exception is the data is not broken down queue by queue for each agent that might be a member of multiple queues.
Allows logging agents in / out and pausing / unpausing in ALL queues that they are a member of.
Sort functionality is available and column filtering allows the table stats to be customized to your needs.

Calls Waiting List

This is a table view that shows the caller information and wait time for all calls currently waiting in queue.

Active Call List

This is a table view that shows the caller information and duration for all calls currently connected to agents.

Stat Widgets

Abandoned Calls

This widget shows the total count of abandoned calls as well as the overall abandon rate and the average wait time before an abandon occurs.
An abandoned call is a call in which the caller hangs up and leaves the queue before having an opportunity to connect with an agent.

Active Calls

This widget shows the total count of active calls in a queue. Active calls are connected queue calls. This count does not include any current calls an agent might be participating in outside of the queue.

Agent Outbound

This widget shows the total outbound call counts for agents servicing the queue. Additionally, it provides a breakdown of the total in terms of answer and no answer counts.

Average Answer Time

This widget displays the average answer time across all selected queues. This is the average amount of time a caller waits before an agent connects with them.

Complete Callbacks

This widget shows the total amount of callbacks completed for the selected queues. This is further broken down into successful callbacks and callbacks that timed out.

Exits

This widget shows the total amount of times callers exiting the queue by pressing a key or reaching the queue timeout setting. The total is broken down by timeout and key counts

Inbound Answered

This displays the inbound complete counts for the selected queues. This metric represents only queue calls that successfully entered the queue and connected to an agent. Calls transferred out of the queue are included in this count.

Queued Callbacks

This provides a count of calls that are waiting for callbacks for the selected queues.

Total Inbound

This provides a count of the total inbound traffic to a queue, which includes Inbound Answered, Exits, and Abandon counts.

Transfers

The total number of calls completed as a result of blind and attended transfers out of the queue.

Waiting Calls

The number of calls currently in the queue line waiting to connect to an agent.
This also provides the longest wait times for calls currently in queue.

How-To Guide

Creating A New Layout

In the toolbar, click the settings button and select 'Create layout'.
Enter the name and select the queues you wish to be included.
After submitting, your layout will be created, and you can start adding widgets.

Editing A Layout

In the toolbar, click the settings button and select 'Edit layout'

Make your desired changes and submit

Removing A Layout

From the toolbar, click the settings button and select remove layout. This operation is not reversible!

Duplicate A Layout

From the toolbar, click the settings button, and select duplicate layout.

Building a Dashboard Grid

From the tool bar, click the 'Add Widget' button to see a list of available widgets. You may add as many widgets and you like. They can be resized and drag and dropped in any order that you please.

Stat Widget Filtering

Each stat widget displays the total counts for all queues by default. You can filter which queue totals you would like to see by using the checkboxes in the table.

Table Widget Column Filtering

Click the filter button to select and deselect the columns of your choice.