Calls Waiting in Queue" is a component of the Real-Time Dashboard that enables supervisors to periodically monitor the number of active calls waiting in the queue(s) at any given moment.
| Field Name | Definitions |
| Queued At | Timestamp indicating when the call entered the queue |
| Origin | Telephone number of the incoming caller |
| Queue | Name of the queue in which the caller is currently waiting |
| In Queue Duration | Duration of time a call has been waiting in the queue. |
| Action | Assign [ Please refer to the Action description at the bottom] |
Page screenshot is available:
Action:
A supervisor gets the ability to assign a call waiting in the queue to an agent who may be occupied with other tasks, especially when the call needs to be prioritized. In cases where all agents with the appropriate skill set are engaged on other calls, and only agents with lower skill levels are available, the system is designed not to automatically route the call to those lower-skilled agents.
However, if the supervisor still wishes to prioritize the call, they can manually intervene by clicking the "Action" button and assigning the call to any agent who is either in an "Available" or "Busy" state.
The supervisor can filter agents based on their current status and assign a call to a specific agent. Once the call is assigned, they can click "Confirm," and the selected agent will receive the call as if it were routed through the queue in the usual manner.
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