Active Calls
Active Calls
Monitoring active calls can be a critical part of a Supervisor's role in a Call Center. In order to see the active calls, navigate to the Call Center icon within the Supervisor's screen.
The call queues section displays information regarding current, active calls to each queue that is built within the phone system.
Call Queues Table
The Call Queues table in the upper left area displays the following in real-time:
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Active Calls – The number of calls that are currently being handled by agents.
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Callers Waiting – The number of calls that are still waiting in the queue to be answered.
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Wait – The current wait time.
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Agents Online – The total number of agents that are online whether available or unavailable.
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Agents Idle – The number of agents that are online but not on a call.
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Part of the table shown are buttons on the right of each call queue row that give the supervisor the ability to:
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Edit Agents ( ) – Edit, Add, or Remove agents from the selected call queue.
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Edit Queue ( ) – Edit the queue type and settings.
Each value within the table is a hyperlink to additional information and detail regarding those active calls and agent status.
Active Calls Graph
The Active Calls Graph is found below the Call Queues table and shows real-time data for call queues that have been selected using the checkboxes in the Call Queue table. The Active Calls Graph shows the data for all call queues if none have been selected. The shown number of active calls relates to the last eight hours of data but if it is empty or spinning, then there are no active calls to graph.
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