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To view these statistics, users will need
to ensure the call center queue Passwords are entered
to authenticate the queues.
To complete this, click settings, then the settings tab.
Under connection authentication call centers,
you'll see the queues you're assigned to.
Double click the desired queue on the list.
Enter the password provided for the queue.
Note, this is different than the user's password
to access the application,
the site administrator should have received this information
via the user list.
Welcome kit. Then click the green check mark.
Click the green check mark. Again.
You should see the call center statistics display
for your cues at the top of the screen.
The call center statistics has two parts, my statistics
and overall cue statistics.
My statistics is specific to the agent
and shows the following information.
Total calls received while in available.
Status answered, calls answered while in available.
Status, missed calls. Calls not answered while available.
Status. If an agent misses a call, the call will bounce back
to the queue and go to the next available agent.
Total time on calls.
Total talk time on all calls from the call center.
Average talk time,
average time per answered call overall queue.
Statistics show the counts for the overall queue.
The details include the following information,
total calls received into the queue.
Total answered calls.
Number of calls answered by agents, missed calls.
These are calls that came into the call
center, but were not answered.
These calls were missed by everyone.
A missed call could be any of the following. Abandoned.
The customer gave up
and hung up, escaped the customer, pressed zero
to leave the queue and leave a message.
If this feature's being utilized overflowed,
the call exceeded the number of calls set for the queue,
or the customer waited a predetermined amount of time
and no one was able to answer.
So the overflowed to a predetermined location.
Voicemail supervisor or auto attendant calls in queue.
Number of calls waiting to be answered. Longest wait time.
The longest wait time of the calls in the queue.
Average wait time.
The average time the caller waits till a call is answered.
Average talk time. Average time per answered call.
The calls in queue and longest wait time are real time
statistics, meaning they update in real time.
The remaining statistics are updated every 15 minutes
by default or until the user manually refreshes them
by right clicking the queue and clicking refresh.
Statistics. The active call window will display the
status of all current calls.
The contacts tab displays current user status
for users you've selected by default,
the users displayed are those in your department.
To modify the list of users, right click anywhere in the tab
and select manage user list.
Select the users to add from the list
of the users on the left.
Then click the right arrow button to remove users.
Select them from the list on the right,
and click the left arrow button.
When finished making your selections, click the check mark
to save and close the user list.
Please note, the maximum number
of users you can view at one time is 30.
Additionally, you can modify the way the users are displayed
on the user status tab by default,
you'll see the list view shown here.
To change this to the icon view,
right click anywhere in the user status tab
and click appearance, then select icon.
You can resize the unity application
by dragging the window from the bottom right corner.
The active call window resizes independently
by dragging the border at the bottom of the window.
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