Queues Activity Detail view


Prerequisites

The following permissions:

  • Analytics Conversation Aggregate View
  • Analytics Conversation DetailView
  • Analytics Queue Observation View
  • Directory > User > View
  • Routing > Queue > View
  • UI > Supervisor Queue Details > View 

To activate and deactivate agents:

  • Routing > Queue > Edit

To change an agent’s status:

  • UI > Supervisor Status Control > View

The Queues Activity Detail view allows you to see real-time information about a specific queue. See a queue’s current interactions, agents, and service levels in one view. Check the number of interactions that are waiting or interacting and the status of agents in that queue. Activate or deactivate agents based on need. 

To open a queue’s activity detail view, complete the following steps:

  1. Click Performance > Queues Activity.
  2. From the Queues Activity Summary view, click a queue’s name. 

The information in the Queues Activity Detail view updates in real time. The information in the agent list usually updates in real time, except when you filter the list by agent status. If you filter by agent status and want to update the agents list, then, at the top of the page, click Refresh .

For example, you want to see a list of agents who are on break, so you filter the agent list by the Break status. After you filter the list, an agent who was on break goes back on queue. Until you click the refresh button to update the list, the filtered list still includes that agent.  

メモ:
  • Calls that are part of callback appear as a separate interaction from the callback. These interactions appear as two separate interactions.
  • A consult with two agents appears as two separate interactions.
  • The Waiting and Interacting lists each show a maximum of 100 interactions per media type. If a media type has more than 100 interactions, then the lists displays only 50 interactions for that media type. For example, if a queue has 90 waiting calls and 140 waiting chats and you sort it to show the longest waiting interactions, the lists displays all 90 calls but only 50 of the longest waiting chats.

Work with the view


To filter the displayed interactions to see only waiting interactions, click the Waiting statistics section. Waiting filter

To filter the displayed interactions to see only interacting interactions, click the Interacting statistics section. Interacting filter

To stop filtering, click the selected filter again.

To sort the Waiting and Interacting lists by duration, click the Duration column. Sort duration lists

In the Waiting list, PureCloud bases duration on the amount of time an interaction has been waiting in the queue.

In the Interacting list, PureCloud bases duration on the amount of time since an agent answered the interaction. 

Note: If you resort the Waiting and Interacting lists by duration, different interactions may appear depending on how many interactions of a media type are in the list. For example, if a queue has 140 waiting chats and you sort the list to see longest waiting interactions, the Waiting list displays the 50 longest waiting chat interactions. If you resort to see the shortest waiting interactions, then the list displays the 50 shortest waiting chat interactions.

インタラクションをモニターするには、インタラクション中のインタラクションのリストの横にある [詳細] メニューを選択します。

Then click View Details. 

Queues activity view interaction details

インタラクションの詳細ページが表示されます。インタラクション モニタリングの詳細については、「進行中インタラクションをモニター」をご覧ください。 

To filter the agent list to see only agents who are in a specified routing status, click the routing status that you want to filter by. For example, click Not Responding to see only agents who are not responding.

To stop filtering, click the selected filter again.

エージェント リストでエージェントの名前、スキル、または言語によってエージェントを検索及びフィルターします。 

メモ:PureCloud は、エージェントの ACD スキルや言語によってエージェント リストをフィルターしますが、エージェントのプロフィールに載っているスキルや言語ではフィルターしません。ACD スキルや言語をエージェントに追加するには、「ACD スキルの管理」を参照してください。 

  1. In the Filter user(s) box, type the name, skill, or language that you want to filter the agent list by. 
  2. From the list that automatically displays, select a category for the keyword. For example, if you want to filter the agent list to show only agents who speak English, type 英語, then select in Languages
  3. さらにフィルターを追加したい場合は、前の手順を繰り返します。複数のスキルや言語でフィルターすることができますが、1 人のエージェント名でのみフィルターできます。
  4. To delete a filter, click X next to the filter’s keyword. 

To filter the agent list by the agent’s status, click the up and down arrows beside the Status column heading. 

Then select a status from the list. Queues activity status filter

Note: When you filter the agent list, the list stops updating automatically. To update the list manually, click Refresh  in the view.

To rearrange the Duration columns in the agents list, click the Sort icon to the right of the Duration columns in the table header. Sort duration

Then select either Shortest to longest or Longest to shortest

This setting also applies to the interactions listed below an agent when you view more information about an agent’s activity. 

To see more information about an agent’s current activity, click  More details next to that agent’s name. When expanded, the row shows the state of the agent’s interactions, and how long the interaction has been in that state.

New Queues Activity row expansion

Managers can activate and deactivate agents in queues.

メモ: 
  • To activate an agent for a queue, the agent must be a member of that queue.
  • To view more information about an agent or activate them for a queue, the agent must be in a division granted to you in the Directory > User > View permission. For more information about divisions and access control, see About access control.

After you activate an agent for a queue, when the agent’s status is On Queue, the agent receives interactions from that queue. Agents can also choose the queues to work themselves.

Activate and deactivate agents to and from queues

  1. [パフォーマンス] > [キューのアクティビティ] をクリックします。
  2. 適切なキューを選択します。
  3. From either the active agents or inactive agents list, click the more menu beside an agent’s name.
  4. Click either Activate or Deactivate to activate or deactivate the agent for the queue.

To change an agent's status, complete the following steps:

  1. Go to PerformanceQueues Activity
  2. Select a queue in which the agent is a member. 
  3. From the queue's activity detail view, hover over the presence dot beside an agent's name. Change agent status- hover over presence dot
  4. To set the agent's status to Off Queue or On Queue, select On Queue or Off Queue. If you change the status from On Queue to Off Queue, then the agent's status automatically also changes to Available. Change agent status- select On Queue
  5. To set the agent's user status, select a status from the status drop-down. If the agent's status is On Queue, selecting a user status also sets them to Off Queue. Change agent status- select user status 
    Note: You cannot select Out of Office as a status.
  6. If the status you select has secondary statuses, select a secondary status in the drop-down below the primary status.Change agent status- secondary status

In both the Queue Activity Summary and Detail views, user statuses and routing statuses sometimes add up to more than the total number of agents in the queue. This situation arises when agents change their user status while working with interactions. 

For example, agents Bob and Alex are each working with an interaction. Bob changes his status to Break, and Alex changes his status to Meeting, but they both still have a chat interaction. In this situation, the view displays “2” in the Off Queue section, but it also displays “2” in the Interacting section.

Queues Activity example

Available information

The following information is available in the Queues Activity Detail view.


These terms relate to interactions in the queue and are on the left side of the view.

用語 説明
待機中 Interactions that are in queue and waiting for an agent to answer them.
インタラクション中 Interactions that an agent has answered and is working on.
接続時間

The amount of time since an interaction entered the queue or an agent answered the interaction.  

In the Waiting list, PureCloud bases duration on the amount of time an interaction has been waiting in the queue.

In the Interacting list, PureCloud bases duration on the amount of time since an agent answered the interaction. 

スキル The skills specified for the interaction.
エージェント The agent who is working the interaction.
サービス レベル

Service level target is a contact center performance statistic expressed as “X percent of contacts answered in Y seconds.” For example, a goal of answering 80% of voice calls within 20 seconds provides a service level target of 80/20. You can set the service level target for each media type in a queue. Analytics uses this service level target to calculate whether you are within the service level % defined by your service level agreement (SLA). For more information about setting the service level target, see Create queues or Edit or delete queues.

The service level percentage is the percentage of interactions that meet your contact center's service level target. Calculated by: (Number of answered interactions - number of answered interactions that miss the service level target) / (Number of answered interactions + number of abandoned interactions)*100

Admins can also choose to include flow-outs in the calculation. For more information, see Configure the service level calculation. If you include flow-outs, the service level calculation is: (Number of answered interactions - number of answered interactions that miss the service level target) / (Number of answered interactions + number of abandoned interactions+ number of flow-outs)*100

Note: Any interactions that leave a queue without an agent handling or transferring the interaction, including callbacks, count as flow-outs. Callbacks do not count as answered within service level, even if the callback was offered before the Service Level Target was reached.

These terms relate to agents in the queue and are on the right side of the view.

用語 説明
キュー中

The On Queue metric represents the number of agents that are on queue for a specific queue.

キュー準備中

Off Queue represents the number of agents that are off queue for a specific queue. These agents are in another status, such as Available, Busy, or Meeting. Agents in the Out of Office and Offline statuses are not included in this number.

Presence indicators Indicates the number of agents off queue and in a particular status: green (Available), yellow (Away, Break, Meal, or Training), or red (Busy or Meeting).
インタラクション中

インタラクション中のエージェント数。この数には後処理中のエージェント数が含まれます。

非ACD通話

エージェントは非 ACD コール中ですが、エージェントの使用率とコール ルーティングとの関連で、PureCloud は非 ACD コールを ACD コールのように取り扱います。例えば、管理者はエージェントの使用率を設定し、PureCloud が ACD または非 ACD コール中のエージェントに新たなインタラクションをルーティングしないようにできます。このステータスは、管理者がエージェントの使用率を設定した際に「非 ACD 通話を含む」を選択した場合にのみ表示されます。

待機状態

This routing status represents agents who are On Queue and able to take interactions but are not working with interactions. 

応答なし

An agent was On Queue or Interacting and did not answer an offered interaction. The agent could still be handling and completing other previous interactions. While Not Responding, the agent does not receive new interactions.

エージェント

The name of the agent in the queue. Click the agent’s name for to open that agent’s Performance Detail view.

Note: To view more information about an agent, the agent must be in a division granted to you in the Directory > User > View permission. For more information about divisions and access control, see About access control.

Time in The amount of time agents have been in their current status.
ステータス The agent’s current status.
Duration  The amount of time an agent has been working on an interaction. If an agent is working multiple interactions, then PureCloud displays each interaction’s duration in a separate column. 

These icons are used throughout the view to indicate specific media types.

アイコン メディア タイプ
Voice media type 音声
callback media type Callback 
chat media type チャット
email media type メール
messages media type Messages