Call Center Supervisor – Managing Queued Calls

Managing Queued Calls

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Managing Queued Calls

The Queued Calls Pane is used to monitor and manage queued calls. From the Edit Call Center Dialog options, you can select which queues you want to show in the panel, activate Night Service or Forced Forwarding, and select how many individual calls you want to show on the screen.

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You can display information on up to 5 queues at a time but can change which queues you want to show at any time.  Within each queue, you can see what service mode is active and real-time information about how many calls are currently queued in that call center.

You can also view and manage individual queued calls.  You can retrieve calls from queues, promote calls within queues and transfer calls from queues. You can also see how long an individual call has been queued.

Monitoring Agents

As a Supervisor, you have visibility from the client to see the following information about any agent that is assigned to you:

  • Current line state, meaning if they are on or off the phone.
  • Information about active calls such as caller ID and call duration.
  • Current ACD state: Available, Unavailable, Wrap-Up or Sign-Out.
  • The call center queues they are currently assigned to and their current join status.

To monitor an agent, follow these steps:

  1. Click on the Agent panel header to view the Agents that have been assigned to you. In order to Monitor Agents, you will need to select the Agents to monitor from the Agents Panel.
  2. Click the Edit button, then check the Agents you want to monitor.
  3. Select Save to save your changes.
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  5. Monitored Agents have their phone and ACD state displayed. The icon, to the left of the Agent’s name, represents the Agent’s combined phone and ACD state, which indicates the Agent’s ability to take calls. These icons can be Red, Red Arrow, Green, Yellow or Gray.
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    • The icon will be Red in the following scenarios:
      • The Agent is in the Available state, but on an active call.
      • The Agent is in the Unavailable State – either on an active call or idle.
      • The Agent is in the Wrap-Up state but on an active call.
      • The Agent is signed out of the call center.
    • The icon will be a Red Arrow when the Agent has Call Forwarding Always enabled.
    • The icon will be Green when the Agent is in the Available state and not on an active call.
    • The icon will be Yellow when the Agent is in the Wrap-Up State and not on an active call.  The Agent has a call ringing in on their line and is in the Available state.
    • The icon will be Gray when they have not been selected as a monitored agent.
  7. To view the call center that Agents are joined and their current joined status, click on an Agent. You can also silently monitor Agent’s calls, or their next call, change their ACD state and barge in from here.

Silently Monitoring

You can silently monitor an Agent’s active call, or you can select to silently monitor the next call delivered to an agent or a queue.

  1. To silently monitor an active call, from the Agents panel – select the agent to Silently Monitor.
  2. Then click the SM You will see a conference call displayed between you, the agent and the 3rd party in the conference call pane.  You will not be part of the call – only silently monitoring.
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  4. If you choose to enter the call, click the Barge This will make you an active party in the conference call.
  5. If you would like to silently monitor the NEXT call that an agent or queue receives, click the SMN Once an agent is on an active call, you will see a conference call displayed between you, the agent and the 3rd party in the conference call pane.

Changing Agent’s ACD States

As a supervisor, you can change the agent ACD state by clicking on the ACD button.  Then select the ACD state you would like to put that agent too.  For example, if you know an agent is at their desk and should be taking calls, but their ACD state still shows as Unavailable – you can select the Available state here to put that agent into that state.

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Supervisor Barge-In

As a supervisor, you have the ability to barge into an active call of any Agent that you are monitoring. From the Agent’s panel – select that Agent, then click Barge. You will automatically be part of the call and the call will display in your conference call panel.

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Managing Queues

Before you can manage and monitor calls in queue, you first must select the queues that you would like to monitor.

  1. Click the settings icon in the Queues Panel, then select Edit Queue Center Dialogue.
  2. Select the queues to monitor. Please Note – You can monitor up to 10 calls for any particular Call Center.
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  4. For premium call center, you can configure the number of calls in each priority level that will be displayed in the Queue.
  5. Priority Levels are assigned to the Dialed Number Inbound Service (DNIS) number. For example, if you are monitoring multiple DNIS numbers and would like to view up to 5 Priority 0 calls, 3 Priority 1 call and Priority 2 calls – you can edit those preferences by clicking in the box.  Please Note – they must total 10 because you can monitor up to 10 calls per call center.
  6. Click Save to save your changes.
  7. Now, when a call is in the queue, you can view the call from the Queues pane. You will see the calling party number, time in the queue and – if applicable the DNIS number associated with that call.
  8. You can also see if a call-in queue has been bounced – indicated with the icon.
  9. If there is a voice message waiting in the call center voicemail box – the voice messaging icon will be displayed.

Retrieving Calls From Queues

As a supervisor, you can retrieve a call from the queue if you would like to take that call yourself.

  1. From the queues panel, select the call that you would like to retrieve, then click Retrieve.
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  3. You can also Transfer Queued Calls either to an agent or to another queue. Select the call from queue to transfer, then select the Agent or Queue from the Contacts Pane to transfer to.
  4. Click the Transfer button, and the call will be transferred.

Night Service and Forced Forwarding

Certain events may require you to manually override the current mode of operation in your call center.  As a supervisor – you have the ability to enable the Night Service Mode and/or Forced Forwarding of calls, for selected call centers.

  1. To enable Night Service Override and/or Forced Forwarding, from the Queued Calls pane, click the Service Mode button in the panel for one of the call centers. The Edit Queue Favorites dialog box appears.
  2. For each call center for which you want to override the time schedule and manually initiate Night Service, check the Night Service Override checkbox. This will send calls to the Night Service destination that has been configured for your call center.
  3. If you would like to divert calls to a specified destination temporarily, check the Force Forwarding box and enter the phone number to which to forward the calls in the Enter Number.

Please Note: Night Service Override has precedence over Forced Forwarding.

DNIS and Priority Queuing

DNIS, or Dialed Number Inbound Service, is a telephony term that refers to the called or dialed number.  Within the call center application, it is used only to refer to the case where multiple dialed numbers have been associated with a single queue or call center.  The call center application allows an administrator to configure up to 64 DNIS numbers to a single queue.  When they are configured, someone calls into a call center and is ultimately directed to a particular DNIS number within a queue.  They hear entrance messages associated with that DNIS and the agent receiving the call sees that DNIS name when the call is delivered.  On the Queued Calls pane, you will see the DNIS number and name associated with the queued call.  When DNIS numbers are configured by your administrator, they can be assigned various priority levels – Level 0 through 3, with 0 being the highest priority. As a supervisor, you have the ability to promote calls to a higher priority so that they will be delivered to Agents more quickly.

  1. A call center can have multiple DNIS numbers configured to it – with various Priority Levels. Calls will be grouped by the Priority Levels.
  2. Click the Plus (+) sign to expand and view the queued calls within a particular priority level. The caller’s name (if available) and phone number will be displayed.
  3. Click on the call to expand the details and options. The details show current priority assigned to that call, along with the position of the call in that queue. You can also view the name of the DNIS that has been configured and the phone number associated with that DNIS number.
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  5. As a supervisor, you can promote calls from one Priority Level to another. For example, to move this call from Priority 3 to Priority 0, which is the highest priority, click Promote and select Priority 0.
  6. The call will be moved to the Priority 0 grouping.
  7. If you expand that Priority grouping, you will see that the call has been promoted. The caller’s total wait time is displayed, and wait time in that Priority Level is displayed.
  8. To reorder calls within a particular DNIS, click Reorder.
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  10. To move the call to the front of the queue click Send to Front. The icon displayed next to the caller I.D. name lets you know that it is a call that has been reordered.