Notes & Additional Features

Notes:

• The Live Stats for the Queue changed and reset after a day/24 hours which is 00:00:00 to 23:59:59 today.
• The Live Stats for the Queue, when multiple queues are selected, the results for multiple queues should be displayed for the queues to which the Agent/Supervisor is assigned.
• The Live Stats for the Agents changed and reset after a day/24 hours which is 00:00:00 to 23:59:59 today. Also, users can select the Date and time period for a maximum of 100 days to view the Live stats for the Agents.
• The agent can be added and removed in the Admin Portal.
• Sorting Up & Down:
  • The default sorting for the queue "Name" field is A-Z (Arrow Up).
  • The default sorting for the rest of the fields is "Arrow Up".
• Arrow Up 

  Alphabet: A-Z

  Number: Smallest-Biggest

  Date: Oldest-Newest

• Arrow Down

  Alphabet: Z-A

  Number: Biggest-Smallest

  Date: Newest-Oldest

• Pagination: The pagination numbers will be different for different resolutions (the default is 1080p) in the Queue Dashboard. If more records are available to display, the system will use pagination for the user's benefit.
• To view full team statistics as supervisor, user must log in to the Admin portal.
• Action Center- The valid phone number as per destination.
• Phonebook-Queue: The user’s default view will be their own helpline/LOB Queues should be displayed first and then the rest of the helpline queues. (Not just the queues the agent is assigned to)
• Phonebook-Agent: The user’s default view will be their own helpline/LOB first and all the available agents first (Green), then busy (Red), Amber, and Grey.
• Call unanswered by Agent: Call must be on the Activity page, but the Agent might be unable to see it in Agent Portal as it is meant to show only those interactions that are at least partly handled by the agent. To view all activities, the best place would be the admin portal with necessary access and permissions to the user.
• The ideal time to set for move to the next available agent: The ideal configured time would be 15 seconds, but this is a highly customer-preferred configuration.
• Auto logout: This feature involves ensuring that users are automatically logged out of the system if they remain inactive for a specified period. This period is set as per the customer's requirements.