Queue Monitoring

Sagicc has a Queue Supervision module, where users with a Supervisor role can monitor the status of incoming call queues. Within the module, a real-time dashboard is displayed showing information on the calls waiting in the queue, calls in progress, and the status of each agent in the call queue.

Through the side menu, you can access the Queue Supervision module.

Sagicc will take you to the module, where you will see the queue monitoring dashboard for the selected campaign. The dashboard is divided into 4 sections, with important information:

• At the top, specific indicators of the call queue are displayed:

  • In Progress | In Queue: Relates the number of calls in progress or in conversation to the number of calls waiting in the queue.

  • Calls (Abandoned | Answered): Relates the number of calls that have entered the waiting queue and have been abandoned, and the number of calls that have entered the waiting queue and have been answered.

  • Duration: Relates to the average duration of campaign calls.

  • Time in Queue: Relates, in seconds, to the average wait time of campaign calls in the queue.

  • Agents: Relates the number of agents configured in the campaign, and the number of agents connected.

  • Service Level

• Next, the calls waiting in the queue are displayed, specifying the customer's phone number and the time they have been waiting in the queue.

• Then, the calls in progress are displayed, specifying the customer's phone number and the time they have been in the conversation.

• Finally, a summary of the campaign users is displayed, specifying their status within the call queue, and other relevant information:

• Extensión: Es la extensión telefónica asignada al agente.

• Agente: Es el nombre del agente.

• Contestadas: Es la cantidad de llamadas contestadas por el agente en el día o jornada.

• Tiempo Medio: Es el tiempo promedio de la duración de las llamadas del agente en el día o jornada.

• Motivo Pausa: En caso de aparecer NO DISPONIBLE, especifica si el usuario se encuentra en alguna pausa especifica.

• Ultima Llamada: Hora de la última llamada del agente dentro del día o jornada.

• Ultima Pausa: Hora de la ultima pausa del agente dentro del día o jornada.

• Estado: Estado de la extensión del agente.

  • Si el agente se encuentra en estado desconectado o en pausa, su extensión estará en estado NO DISPONIBLE.

  • Si el agente se encuentra en estado alistamiento, en espera o en gestión (sin llamada), su extensión estará en estado DISPONIBLE.

  • Si el agente se encuentra en estado gestión con una llamada, su extensión estará en estado LLAMADA.

• Opciones:

  • Remover: Permite remover al agente seleccionado de la cola de llamadas en espera.

• Extension: The telephone extension assigned to the agent.

• Agent: The agent's name.

• Answered: The number of calls answered by the agent in the day or shift.

• Average Time: The average duration of the agent's calls in the day or shift.

• Pause Reason: In ticket of appearing UNAVAILABLE, specifies if the user is on a specific break.

• Last Call: Time of the agent's last call within the day or shift.

• Last Break: Time of the agent's last break within the day or shift.

• Status: Status of the agent's extension.

  • If the agent is in a disconnected or paused status, their extension will be in an UNAVAILABLE status.

  • If the agent is in a standby, available, or busy (without call) status, their extension will be in an AVAILABLE status.

  • If the agent is in a busy status with a call, their extension will be in a CALL status.

• Options:

• Remove: Allows you to remove the selected agent from the waiting call queue.