14.4.1. Queue Components

Option

Default

Description

Component Name

Agent List

The display name of the component

Call Queue

(Call Queue set by user)

The call queue from which the agents are returned

View

Card View

• Card View - View all the agents within the queue as their own individual cards

• Table View - View all the agents as a list of table elements (You control whether you want to divide the table into one or two columns)

Select Columns to view

Disabled (requires Table View to be enabled first)

Controls which fields to display when the component has been set to Table mode

Select Columns - Agent Name

Enabled

First and Last name of the agent

Select Columns - Agent Extension Number

Disabled

The PBX extension of the agent

Select Columns - Current Availability State

Enabled

The name of the availability state currently assigned to the agent

Select Columns - Current Availability Profile

Enabled

The name of the availability profile currently assigned to the agent

Select Columns - Time spent in current availability state

Enabled

The amount of time the agent has been assigned to the current state

NOTE: Time in availability state is only available for users using Natterbox Availability, omni users will need to check omni supervisor for time in omni state

Select Columns - List of skills the agent possess

Enabled

All the skills assigned to the user, note you will have to hover over this field to view the entire list. Also note that the list will only display the Agents who have the skills you have chosen to view

Sort By

Agent Name (Alphabetical)

• Agent Name (Alphabetical) - Sort agents by their surnames in alphabetical order

• Availability State (Alphabetical) - Sort agents by their current Availability state name in alphabetical order

• Availability State (Custom) - Drag and drop Availability states to a create a custom order based on your needs

• Presence State - Sort agents by most active to least active

• Presence State (Custom) - Drag and drop Presence states to a create a custom order based on your needs

• Time on current call - Sort agents by those who are on the phone for the longest amount of time first

• Time spent in current availability state - Sorts agents by those who have been in a particular Availability state for the longest time

Skills Filtering - Filter algorithm

Relative

This field allows you to select which filter algorithm to use when filtering the component by skill

• Relative - Agents with any of the selected skills will be displayed. (An agent is deemed to have a skill if their skill value is 1 or greater)

• Absolute - Agents must have all of the selected skills in order to appear on the list. (An agent is deemed to have a skill if their skill value is 1 or greater)

Select skills to view

Select All (All skills are displayed by default)

Selecting the skills you would like to filter by, an additional checkbox of “Agents with no skill” is available for so you can still show agents who do not have any skills.

When using the Absolute filter algorithm you can either select skills, or agents with no skill - you will not be able to select both, as an agent cannot have both a skill and no skills.

Select availability states to view

Select All (All states are displayed by default)

Unchecking “Select All” allows the ability to filter out specific Availability states

Presence states to view

Select All (All states are displayed by default)

Unchecking “Select All” allows the ability to filter out specific Presence states

Display Options - Auto Height

Disabled

Once enabled the height of the component will automatically adjust to fit all contents automatically, otherwise the component can be manually resized

Interactivity Options - Can change availability state

Disabled

Allows the ability to change agent’s Availability state from the component
NOTE: This is only available for users using Natterbox Availability, it is not possible to change Omni status from the wallboard

Interactivity Options - Can Listen Live to agents

Disabled

Allows the ability to perform a Listen Live call to an agent from the component

Interactivity Options - Can Call Agents

Disabled

Allows the ability to dial agents from the component

Option

Default

Description

Component Name

Queue List

The display name of the component

Call Queue to Monitor

(Call Queue set by user)

This is the call queue for which the calls are to be displayed

Skills Filtering - Filter algorithm

Relative

This field allows you to select which filter algorithm to use when filtering the component by skill

• Relative - Calls with any of the selected skills requested will be displayed. (A call is deemed to have a skill if the skill requested value is 1 or greater)

• Absolute - Calls must have all of the selected skills requested in order to appear on the list. (A call is deemed to have a skill if the skill requested value is 1 or greater

Select skills to view

Select All (All skills are displayed by default)

Selecting the skills you would like to filter by, an additional checkbox of “Agents with no skill” is available for so you can still show agents who do not have any skills.

When using the Absolute filter algorithm you can either select skills, or agents with no skill - you will not be able to select both, as an agent cannot have both a skill and no skills.

Displayed Call Statuses - Connected

Enabled

Displays all calls from the queue which have been connected (uncheck this option to filter these calls out)

Displayed Call Statuses - Waiting

Enabled

Displays all calls from the queue which are waiting to be connected (uncheck this option to filter these calls out)

Time in Queue SLA Time

30 seconds

Defines the SLA threshold that a call can acceptably wait in a queue. The waiting time will be flagged in red if a call exceeds this limit.

Time at Head of Queue SLA Time

30 seconds

Defines the SLA threshold that a call can acceptably wait at the top of the queue before being answered next. The waiting time will be flagged in red if a call exceeds this limit.

Show Columns - Caller Number

Enabled

The number of the caller into the call queue

Show Columns - Caller Name

Enabled

The name of the caller calling into the call queue (if available)

Show Columns - Priority

Enabled

The priority in which the call entered the call queue - This is defined and can be further modified within the routing policy

Show Columns - Position in Queue

Enabled

Where the call sits within the queue, which displays either a number of the position or “Connected” if the caller has been put through to an agent

Show Columns - Time waiting queue

Enabled

How long the caller has been waiting in the queue - This field will be highlighted in red if it exceeds the SLA threshold

Show Columns - Dial Attempts

Disabled

How many times the call has tried (and failed) to connect to an agent

Show Columns - Status

Disabled

The current status of the call, which is either “Waiting” or “Connected”

Show Columns - Agent Connected To

Enabled

The name of the agent the call has been connected to - this will appear blank if the call is still waiting to be connected

Show Columns - Skills requested

Disabled

Determines whether skills have been requested for a call - will display “true” if they have otherwise will display as “false”

Show Columns - Skills shortage

Disabled

Determines whether a call has been impacted with delays due to a skill shortage - will display “true” if it has otherwise will display as “false”

Show Columns - Time at Head of Queue

Enabled

How long the caller has been waiting at the head of the queue - This field will be highlighted in red if it exceeds the head of queue SLA threshold

Show Columns - Callback requested

Disabled

Determines whether the caller has requested a callback - will display “true” if they have otherwise will display as “false”

Show Columns - Callback attempts

Disabled

How many times the callback service has tried (and failed) to connect to the caller

Show Columns - Flags

Disabled

Displays an indicator if one or more of the following is true:

• Callback requested

• Skills requested

• Skill shortage

Default Sort By

Position in Queue

• Position in Queue - sort the calls by the call in the top position first

• Caller Name - sort the calls by the caller names in alphabetical order

• Priority - sort the calls by the highest priority call first

• Time waiting Queue - sort the calls by the call waiting in the queue the longest first

• Dial Attempts - sort the calls by the call with the most dial attempts first

• Status - sort the calls by all Connected first followed by all calls Waiting

• Agent Connected to - sort the calls by the name of the connected agents in alphabetical order

• Skills Requested - sort the calls by ordering all skill requested calls first

• Skills shortage - sort the calls by ordering all calls impacted by a skills shortage first

• Time at head of Queue - sort the calls by the call waiting at the head of the queue the longest first

• Skills Requested - sort the calls by ordering all callback requested calls first

• Dial Attempts - sort the calls by the call with the most callback dial attempts first

Display options - Show Skills only on Hover

Disabled

Shows which calls have had skills requested by hovering over the entry

Display Options - Show Skill Shortage only on Hover

Disabled

Shows which calls have been impacted by delays from skills shortage by hovering over the entry

Interactivity Options - Listen Live to Call

Disabled

Allows the ability to a Listen Live on a connected call

Option

Default

Description

Component Name

Queue Tracking

The display name of the component

Call Queue to Monitor

The call queue on which to report

Time Zone

UTC + 00

The time zone on which to report

Period

This Hour

The period of time in which the calls apply - the options are

• This Hour - from the beginning of the hour

• Today - from the beginning of the day

• This Week - from beginning of the week

• Rolling Hour - from exactly an hour ago

Show Columns - Total Calls

Enabled

The total amount of all completed calls

Show Columns - New Calls Queued

Enabled

The total amount of calls including live calls which have been connected though not yet completed

Show Columns - Answered Calls

Enabled

Total number of calls into the call queue that have been answered by an agent

Show Columns - Caller Abandoned

Enabled

Total number of calls into the call queue where the caller hung up their call before being connected or requested a callback

Show Columns - Timed Out

Enabled

Total number of calls into the call queue where the caller exceeded wait time threshold and bypassed the call queue - This threshold is governed within the routing policy

Show Columns - Exited Queue

Enabled

Total number of calls into the call queue where the caller hit the call queue exit key and bypassed the call queue - The call queue exit key is governed within the routing policy

Show Columns - Solid Calls

Enabled

Total number of connected calls where the call talk time was over a set time - The solid call threshold is governed within the routing policy and the default is 120 seconds

Show Columns - Average Talk Time

Enabled

The average amount of talk time across all connected calls

Show Columns - Average Wait

Enabled

The average amount of time the caller spent waiting across all calls

Show Columns - Max Wait

Enabled

The maximum amount a caller spent waiting in the call queue

Abandoned Call SLA

Disabled

Highlights when the amount of abandoned calls breaks the SLA max percentage - this threshold is configured from within the component

Average Wait SLA

Disabled

Highlights when the average time spent waiting in the queue breaks the SLA max average wait length - this threshold is configured from within the component

Option

Default

Description

Component Name

Queue Status

The display name of the component

Call Queue

The call queue on which to report

Skills Filtering - Filter algorithm

Relative

This field allows you to select which filter algorithm to use when filtering the component by skill

• Relative - Calls with any of the selected skills requested will be displayed. (A call is deemed to have a skill if the skill requested value is 1 or greater)

• Absolute - Calls must have all of the selected skills requested in order to appear on the list. (A call is deemed to have a skill if the skill requested value is 1 or greater

Select skills to view

Select All (All skills are displayed by default)

Selecting the skills you would like to filter by, an additional checkbox of “Agents with no skill” is available for so you can still show agents who do not have any skills.

When using the Absolute filter algorithm you can either select skills, or agents with no skill - you will not be able to select both, as an agent cannot have both a skill and no skills.

Skills Filtering - Filter algorithm

Relative

This field allows you to select which filter algorithm to use when filtering the component by skill

• Relative - Calls with any of the selected skills requested will be displayed. (A call is deemed to have a skill if the skill requested value is 1 or greater)

• Absolute - Calls must have all of the selected skills requested in order to appear on the list. (A call is deemed to have a skill if the skill requested value is 1 or greater

Select skills to view

Select All (All skills are displayed by default)

Selecting the skills you would like to filter by, an additional checkbox of “Agents with no skill” is available for so you can still show agents who do not have any skills.

When using the Absolute filter algorithm you can either select skills, or agents with no skill - you will not be able to select both, as an agent cannot have both a skill and no skills.