Queue Alerts

Version 12.1 by michelk on 2021/09/09 18:01

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Queue Alarm Configuration

The Queues Alarm Configuration page allows you to configure a set of Queue Alarms that will be displayed for a selection of users. You can access the Queues configuration page by selecting Phone System->Queues Alerts in the Administration Interface.

Configuring the users

The target users can be selected through the lists User Group, Include Users and Excluded Users. The configured alerts will appear for all users that are either in one of the selected groups or are explicitly listed in the included users. It goes without saying that users listed in Exclude Users will never be targeted.

Note

The Queue Alarm Configuration has to still be associated with a queue configuration before its alarms show

Alerts

Once a alert configuration is saved it can be added to a queue in the queue configuration

Alert Types

Calls In Queue
The number of calls currently in the queue.
Agents In Queue
The number of agents currently in the queue.
Agents On Call
The number of agents currently on a call.
Total Calls
The total number of calls taken for the queue.
Completed Calls
The total number of calls completed for the queue.
Abandoned Calls
The total number of abandoned calls for the queue.
Average Hold Time
The average hold time for calls taken in the queue.
Average Talk Time
The average talk time for calls taken in the queue.
Service Level
The number of calls that have met the service level.
Agent Talk Time
The talk time for an agent on a queue call.
Agent Calls Taken
The number of queue calls taken by an agent.
Call Hold Time
The time a call has been waiting in the queue.