Call Queues
Fixing Visual Issues in ConnectUC
When using the ConnectUC app on your computer, you might occasionally encounter visual problems, such as missing buttons or other graphic glitches. Although the ConnectUC app is installed on your system, the service is still tied to your browser, ...
Call Queue Wait Timer and Show Callers Detail
The Call Center Wait Timer found under the 'Call Center' tab displays the total wait time for a particular call queue, as seen below. The wait time displayed within the 'Call Center' tab includes the amount of time a caller is waiting on the line ...
How to configure Call Center Report Emails
Call Center Reports can be customized according to the content and frequency from the PBX by a Call Center Supervisor user. Follow the instructions below to configure the emailed reports. Log into the PBX portal and navigate to the Call Center ...
Call Center Reports
The portal can generate custom reports about call queues. These reports will give a graphical overview of statistics for your call center over a given period of time. These reports can be about the call center, the call queues, or the individual ...
Announce Callers or Wait Times for a Call Queue
Call queues often have a configuration to announce the number of callers waiting or to announce expected wait times. It is possible to use one of these settings but not both. The setting for announcements is not found on the queue itself but can be ...
Call Center Agent Status
A Call Center Agent can set their status by choosing from the available options shown below. Offline - the agent will not receive any calls Go Online - the agent will be able to receive calls Single-Call Mode - the agent will be able to receive only ...
Agents as Users
This article explains how to enable the Agents as Users feature, which allows adding and viewing agents as Users in a queue rather than devices. The Agents as Users feature is handy when a user has multiple devices and you want a "true count" for how ...
Call Center Agent Announcements
Announce to Agent is a powerful way to further assist Queue Agents in preparing for and effectively handling calls. This feature allows the system to play a message before the Queue dispatches the call to the Agent, providing Queue Agents with ...
Audio Monitoring (Listen, Whisper, and Barge)
Concept Audio monitoring is a phone feature that allows Call Center Supervisors to join a call (barge), whisper to their agent, or choose to listen into the call. Types of Audio Monitoring Join Call (Barge) - Allows the supervisor to join the call, ...
Working with Call Queues
Displaying the Call Queues Page All call queue tasks are performed from the Call Queues page. To display this page, click the Call Queues icon on the menu bar. Adding Call Queues To add call queues: From the Call Queues page, click the Add Call Queue ...
Call Center Monitoring
Overview The Call Center solution provides the monitoring tools and reporting capabilities needed to manage a typical call center operation. The focus of this capability is found in the PBX portal when logged in using the Call Center Supervisor role. ...
Queue Analytics (Wallboard)
Queue Analytics (referred to as Wallboard) allows you to manage, share, and customize Queue/Agent statistics dashboards in one convenient location. Accessing Queue Analytics Queue Analytics is accessible for Call Center Supervisors by clicking on the ...
Agents as Users
This article explains how to enable the Agents as Users feature, which allows adding and viewing agents as Users in a queue rather than devices. The Agents as Users feature is handy when a user has multiple devices and you want a "true count" for how ...