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Queue Dashboard

The Queue Dashboard is available once an account administrator sets up an Enhanced Queue on an OnSIP account. The dashboard is an invaluable tool which provides a real-time overview of what is happening in your enhanced queue(s), as well as historical reports on longer term queue statistics.

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The dashboard is available within the OnSIP app, OnSIP’s on-the-go business phone and complete desk phone replacement. The app is free for every OnSIP user, and it can be simply accessed over the web at app.onsip.com (Chrome, Firefox, or Opera browsers only) or via a desktop application.

 

Enabling the Queue Dashboard

The Queue Dashboard is only available once an Enhanced Queue is set up on an OnSIP account.  For more information on setting up Queues, please see the main ACD Queue Knowledgebase page.

Once an Enhanced Queue has been created in the Admin Portal, the Account Administrator will automatically receive privileges to access the Queue Dashboard within the OnSIP app.  This is known as the "Queue Supervisor" role.  

Account administrators can also assign this role to other users on the OnSIP account. To do so:

  1. Log into the Admin Portal, select the "Users" tab, and select the name of the user.
  2. Select "Modify" in the "Permissions" box.  Check "Queue Supervisor" and "Save".  This user will now be able to view the Enhanced Queue Dashboard.
Permissions Box

You can assign the "Queue Supervisor" role to as many users on your OnSIP account as you wish. 

To access the dashboard, log into the OnSIP app.

 

Logging In

The OnSIP app is available as a web app at app.onsip.com or as a desktop application. OnSIP users can log in with their SIP addresses and web passwords.

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SIP addresses can be found in the OnSIP Admin Portal, in the Users tab. Selecting a User’s name will provide more info about that user, including their associated SIP address(es). That information can also be emailed to the user’s email address on file by selecting the "Send Welcome Email" link in the "Maintenance" box. Or, users can also click on the “forgot SIP address?” link on the app login screen.

If users do not remember their web passwords, they can select the "forgot password?" link below the password entry field and reset them with their SIP addresses. Note that password reset instructions will be sent to the email address associated with the SIP address entered.

 

Navigating the Dashboard

Once logged into the OnSIP app, click on the Queue Dashboard tab on the top bar. Here you’ll find a comprehensive, real-time overview of the Enhanced Queue(s) set up on your OnSIP account.

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All Enhanced Queues will be displayed in a grid that provides detailed information on the current state of each queue:

  • Max Wait: If there is a call(s) waiting in the queue, this is a running timer that shows the call with the longest wait time.
  • Waiting: The number of calls waiting to be answered by a queue agent.
  • On Call: The number of calls your queue agents are currently speaking with.
  • Abandoned: The number of calls that hung up before a queue agent was able to answer (within the last 60 minutes)
  • Completed: The number of calls answered and completed by agents (within the last 60 minutes)
  • Failover: The number of calls (within the last 60 minutes) that have exceeded the "Max Caller Wait Time" option specified upon queue creation. These calls failover to the "Failover Address" chosen by the administrator. This also includes the number of callers that press "1" to exit the queue early and failover to the "Failover Address."

If you download the Queue Reports the "Disposition" column relates to the various calls status options:

"finished_call" = Completed Call; "caller_hung_up" = Abandoned Call; "manual_failover" = User pressed 1 to exit the queue - Failed Over; "max_wait" = Failed Over

 

If you have many Enhanced Queues on your account, you can search through the list by clicking on the magnifying glass next to ‘All Queues’ and entering in the specific queue’s name that you wish to locate. Any matching queue(s) with that name will be displayed in the queue list below.

To view the agents who are assigned to a queue, simply click on the name of that queue and the agents will populate in a list below the queue name.

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This view lists all queue agents and their statuses:

  • Call Status/Availability: The circle at the bottom right corner of the agent’s profile image will tell you his availability:
    • A green circle with a checkmark means the agent is logged into the queue and available for calls.
    • A red circle with a phone icon means the agent is currently busy on a phone call.
    • If there is no circle, this means that the agent is not logged into the queue.
  • Call Time: If the agent is on a call, a running call timer will be displayed to the right of the agent’s name.
  • Last Login: The last date and time that the agent logged into the queue.

If there are calls in any of the grid fields for a particular queue (Waiting, On Call, Abandoned…), you’ll see a number in the corresponding grid box. Hovering your cursor over the grid box will display a popup box that shows a list of recent call information and call timers for the calls. The grid box will also turn red. If you click on the grid box with your cursor, it will cause the popup box to persist; you can move your cursor off of the grid box and the list of calls will remain. To remove the persistent popup box, simply click on the grid box again and the call list will disappear.

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Remote Log In / Log Out Agent 

Queue Supervisors have the added ability to remotely log in or out any agents assigned to a queue, without requiring the agent to log in / out via dialing numerical codes on his phone.  This is very helpful if an agent has left for a day(s) off, but forgot to logout of the queue.

While in Queue Dashboard, click on the queue name that the particular agent is in. Navigate to the agent in the agent list and move your cursor to the right side of the row. If the agent is logged into the queue, you’ll see a Log Out link there, and if the agent is logged out of the queue, you’ll see a Log In link. Selecting that link will perform the specific action of logging the agent in or out of the queue.

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Call Monitor

The Call Monitor feature allows a Queue Supervisor to listen into any call that an agent is on, in real-time. A supervisor can listen in on the call, without the agent or the caller knowing he is there.  

You can only listen in on agents who are currently on calls (they will have a red phone icon at the bottom right corner of their profile pictures).

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While in the Queue Dashboard, click on the queue that you wish to access. In the list of agents that populate below the queue name, navigate to the agent (who is on a call) that you wish to listen in on. At the right side of the agent's row, the Log In or Log Out link will be replaced by three monitoring options: Listen InWhisper, and Barge. Click on the Listen In button and you will instantly be listening in on that particular call.

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The Listen In button text will turn blue, denoting that you are currently listening in on the call. There will also be an active call card on the left sidebar showing that you are listening in on an active queue call.

To stop listening in on the call, click on the Listen In button again. The button text will turn black, and you won't be listening in on the call anymore.

Supervisors can easily switch between monitoring different calls, but he can only listen in on 1 call at a time. 

Call Whisper

Call Whisper allows a Queue Supervisor who is listening in on a call to speak to the agent without the caller hearing.

Navigate to an agent who is currently on a call and click on the Whisper button at the right side of the row. The button text will turn blue and you will then be able to speak with the agent. There will also be an active call card on the left sidebar showing that you are on an active queue call. To stop talking with the agent, click on the Whisper button again. The button text will turn black, and you won't be connected to the call anymore.

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Call Barge

Call Barge allows a Queue Supervisor who is listening in on a call to "barge" into the call, and directly speak with both the agent and the caller.   

Navigate to an agent who is currently on a call and click on the Barge button at the right side of the row. The button text will turn blue and you will then be able to speak with both the agent and the caller. There will also be an active call card on the left sidebar showing that you are on an active queue call. To stop talking with both call parties, click on the Barge button again. The button text will turn black, and you won't be connected to the call anymore.

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Queue Reports

Queue Supervisors can access in-depth historical reports on a queue over user-specified time periods. Simply click on the View Reports button in the Queue Dashboard.

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User generated reports can be quickly accessed by specifying a couple pieces of information:

  • Selecting the Enhanced Queue you wish to run a report on.
  • Selecting the dates that the report will cover.
  • Selecting the timezone that you want to display your report within.

Once that data is specified, click on the "Generate Report" button.

A summary of the report will appear in the dashboard. Furthermore, there will be both queue-specific and agent-specific reports available to review.

"Queue Report" shows aggregated statistics of the specified queue for the chosen time period:

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  • Total Calls: Total number of calls made to the queue within the selected time period
  • Average Wait Time: The average wait time of those calls
  • Maximum Wait Time: The longest call wait time
  • Caller with Longest Wait: Date and time of the call with the longest wait time
  • Busiest Time of Day: Time of day that had the highest volume of calls
  • Calls Answered: Number of calls answered by agents
  • Average Call Time with Agent: The average time agents have spent on calls
  • Calls Abandoned: Number of calls that hung up before an agent could answer
  • Average Abandoned Wait Time: The average time an abandoned call was in the queue before the caller hung up
  • Most Abandoned Time of Day: Time of day that had the highest volume of abandoned calls
  • Calls to Failover: Number of calls that have exceeded the "Max Caller Wait Time" option specified upon queue creation.  These calls failover to the "Failover Address" chosen by the administrator. This also includes the number of callers that press "1" to exit the queue early and failover to the "Failover Address."
  • Calls Rejected: Number of calls that have exceeded the "Max Caller Wait Time" option specified upon queue creation, but were rejected upon failover because the "Failover Address" is not configured. 

The summary of the report, as well as the actual call data, can be downloaded as .CSV files by selecting the "Download Summary" or "Download Events" buttons.

"Agent Report" summarizes statistics on agents in the specified queue for the chosen time period:

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  • Agent Name: The agent’s name
  • Active Time: Total time the agent has been logged in to the queue
  • Calls Answered: Total number of calls that agent has answered
  • Avg. Call Duration: The average call time that particular agent spent while on calls
  • Time on Call: The total amount of time that agent has spent on calls
  • Calls on Hold: Total amount of time that agent has placed calls on hold
  • % Active Time on Call: The percent of active time (‘logged in time’) that the particular agent has spent on calls

The summary of the report, as well as the actual agent event data, can be downloaded as .CSV files by selecting the "Download Summary" or "Download Events" buttons. 

Scheduling Emailed Reports

If you'd like to have your queue statistics reports be emailed to specific email addresses on a periodic basis, please see the Enhanced Queue Email Reports Knowledgebase article.

You can send queue activity reports to specified recipients on a daily, weekly, monthly, or quarterly basis.

 

Updated September 2019


 

Learn more about OnSIP's built-in reporting tools

Download the OnSIP Reports & Dashboards Guide

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