Queue Monitoring
The Queue Monitoring Page is a real-time tool for tracking customer enquiries. It boosts efficiency and productivity by displaying enquiry status, aiding in workload planning. It facilitates resource allocation by showing agent availability and promptly handling enquiries. The page offers transparency in the enquiry process, helping to identify and rectify bottlenecks. It supports various distribution methods, providing flexibility to adapt to different scenarios for efficient enquiry handling.
| Column Name | Description |
|---|---|
| Queue Name | Display the name of the Queue that is used in the enquiry routing. |
| Distribution Method | Display ACD method being used to distribute enquiries to agents (e.g., Simultaneous, Most Idle or Round Robin) |
| Enquiry Hunting Time | Display the enquiries on each Queue to understand the volume of incoming requests. |
| Enquiry in the Queue | Display the number of enquiries currently routed on the hunting/ringing stage with the agents to pick up the enquiry. |
| Enquiry on Hunting | Display the waiting time of the next enquiry to be routed from the timestamp. Waiting time = Current Time - startHuntingTimestamp |
| Assigned Agents | Display the total agents assigned (added) to the Queue to handle enquiries. |
| Available Agents | Display the number of agents currently available to take enquiries. These agents are ready to take the next enquiry. |
| Unavailable Agents | Display the number of agents who are currently unable to take enquiries. These agents could be offline, busy, or already on a call. |
| Assigned SIP Trunk | Display the total SIP Trunk assigned (added) to the Queue. |
| Assigned PSTN Phone | Display the total PSTN Phones assigned (added) to the Queue. |
| Handled Enquiries (last 12 hrs) | Display the number of enquiries handled in the last 12 hours. These enquiries were initially in the Queue but have since been picked up by the agents. |
Viewing the Queue Monitoring
To access the Queue Monitoring:
- Login to your CINNOX Web Dashboard
- Navigate to Monitoring > Queues
- When you click "Enquiry in the Queue" and "Enquiry on Hunting", you will be redirected to the Enquiries Tab - Open Section with the enquiries associated with the Queue.
Notice
The access and use of Queue (its Settings Page, Monitoring and Report) comes together with the use of the Advanced Routing Flow which is currently availale to the Virtual Number Channel.
Please check with your Account Manager or Customer Service for more details.
Updated 4 months ago