The Queue Management page gives you a quick overview of all queues on your account. You can easily see how many callers are waiting, the number of available agents and much more.
It also allows you to see detailed information of current calls and the agents assigned to each queue. It even allows you to manage which agents are currently available to take calls from a queue.
You can switch between the queues on your account by clicking on any queue in the right-hand panel.
This section section displays information about active calls in the queue. The list updates in realtime and gives you a quick overview of current holdtimes, duration of calls and which agents callers are currently connected to.
|Call ID||The ongoing call's "Call ID".
Administrators and users Call Log permermissions can click on the Call ID to access detailed information about the call.
|Caller||The caller's information including phone number, and CNAM (caller ID) if available.|
|Status||The call's current status in the queue.|
|Hold Time||The time the caller has been waiting on hold for an available agent.|
|Duration||The duration of the call after an agent has answered.|
|Agent||The agent the caller is currently connected to.|
Calls can be sorted by "Call ID" (numerically) or "Caller" (numerically by phone number) by clicking on their respective column headers.
Call Status Icons
|The call was recently ended.|
|The caller pressed "0" to exit the queue and continue in the call flow.|
|The call has exceeded the queue's Max Hold Time.|
|The caller pressed "1" to request a call back.|
|The caller is currently connected to an agent.|
|The caller is on hold in the queue, waiting for the next available agent.|
Call Management Icons
This icon is only visible to administrators or users with Call Barge permissions, and will only be available once has been answered by an agaentagent.
Call Barge allows you to listen to an active call, and can be useful for training of new agents.
This feature allows you to hang up an active call, no matter if it's currently waiting on hold or has been answered by an agent.
This section lists all agents and their current status in the queue. You can change the availability of any agent, for each individual queue without affecting the agent's availabilty in other queues.
Agents can be sorted by Agent or Status by clicking on the column headers.
|Agent||The name and username of the agent.|
|Status||The current status of the agent.|
|Call||The Call ID and direction of any active call the agent is currently connected to.|
|Availability||This toggle allows you to change the availability for the agent specifically for this queue.
Changing the availability here will not affect the agent's availability in other queues.
Agent Status Icons
|The agent is available to take calls from the queue.|
|The agent is currently in their Grace Period after ending a recent call.|
|The agent is not currently logged into the Telzio Dashboard, an IP phone, or the Telzio Mobile App.|
|The agent's phone is currently ringing.|
|The agent is currently on a call.|
The queues list allows you to monitor all queues on your account. Each can be individually managed by simply clicking the desired queue. The upper left of a listed queue displays the queue's name, while the upper right shows the call flow it can be found in.
In the example below, you can tell the "Technical Support" queue is currently selected due to the little triangle attached to it's left side.
|Available Agents||The number of agents available for answering calls.|
|Busy Agents||The number of agents currently on a call (whether from the queue or not).|
|Online Agents||The number of agents who are currently logged into Telzio, whether on the Dashboard, an IP phone, or the Telzio Mobile App.|
|Calls Waiting||The total number of calls waiting for an available agent.|