In addition to all the features in Desktop UC, Desktop CC also contains the following functions:
- View and make settings for queue statistics
- Check how many calls are still waiting and pick up the first call in the queue
- Overview of which extensions are logged into the various queues
- Log extensions in and out of queues
Under Visa/Queues you can view real-time statistics for your queues. You thereby quickly get an overview of your current load. The columns are described below:
Queue: Queue name. Can be changed in queue management at Home
Agents: Information about how many people are logged into the queue and about how many potential members the queue has.
Calls: Number of calls currently in the queue.
Longest time waiting in queue: The current waiting time for the person who has been in the queue the longest.
Answered: Total number of answered calls since Desktop was started or since the statistics were reset to zero.
Unanswered: Number who hung up before the call was answered since Desktop was started or since the statistics were reset to zero.
Service level: Percentage of calls that were answered within the defined service level. This is defined as 120 seconds by default and can be adjusted under Settings/Queue.
Average: States the average waiting time for the queue.
In the box to the right of the statistics there is a list in the Call tab with the calls that are currently in the marked queue. The Agents tab shows a listing of all the members of the queue as well as who is logged in.
The Fullscreen button enlarges the statistics so that they fill the whole screen and the Reset button updates the time from which we measure the statistics being displayed.
If you wish to monitor statistics over long periods of time, in order to track load trends for the purpose of improving your staffing, we offer an additional service called Statistics. You are welcome to contact a sales representative for more information about this.
PBX number: As a Desktop CC administrator you can log members into and out of queues under PBX number. Right-click on the queue you wish to administrate and select members. Click in the name you wish to log into or out of the queue.