Overview
As a queue supervisor of the call center, you should learn how to manage the queue in a smooth way. In this article, we will introduce how to manage a queue combined with our P-Series PBX Call Center feature. There are 3 major parts the supervisor needs to know:
- Call Distribution
- Monitoring
- Report & Analysis
Call Distribution
Usually, the call distribution is done at the beginning of the queue it starts to operate.
The supervisor needs to make a plan about how the call is handled for the caller and agent. Here are 2 main questions:
- How caller could be served in the queue?
- How does the agent receive the call?
With the P-Series PBX queue settings, you can define for the caller:
- Which music on hold the does caller hear.
- Which announcement the does caller hear.
- How long the caller can wait in the queue.
- How does the call terminate when the caller reaches the wait timeout.
- ...
As to agent, you can define:
- How does the agent login? Static or dynamic agents.
- How long the call rings agent each time.
- Ring strategy.
- Rest time after the call.
- ...
Once finished the settings, you are free to use the queue. After that, the supervisor just needs to make a slight change according to the practical situation.
Monitoring
When the queue starts to operate, the next thing is to monitor the queue to make sure the calls can be handled in a more efficient way.
So what indication or thing the supervisor should monitor?
Here are some common indications requires to be monitored in real-time:
- Missed Calls
- Abandoned Calls
- Active Calls
- Waiting Calls
- Answered Calls
- Available Agents
- SLA
- Answer Rate
- ...
SLA is one important indication among them. The supervisor needs to configure a threshold in advance by the queue SLA settings.
With P-Series Wallboard, it offers you a brief view related to queues by the noticeable grids. Also, the Wallboard drills down into your queue’s daily, weekly, or monthly performance, providing an insight into call volumes, response rates, and service level.
Here is the view of the Wallboard of the P-Series:
For more details about the Wallboard, click here.
When you find some indications are not good on the Wallboard, you can switch to the Queue Panel to check the queue and agent details. And on the panel, you can do a lot of things like the followings to improve the queue indications:
- View call statistics of each queue and each agent.
- Change agent status in the queue, including login, logout, pause, and unpause.
- Manage queue calls:
-
- Call Distribution: Redirect incoming calls, and transfer calls. (Redirect, Transfer, Drag and Drop operation)
- Call Connection: Pick up ringing calls, and hang up calls.
- Call Parking: Park calls.
- Call Recording: Monitor recording status, pause or resume call recording.
- monitoring: Barge in a call, listen to a call and whisper to a call.
Here is the view of the Queue Panel of the P-Series:
For more details about the Wallboard, click here.
However, you might not stare at the display all the time. For example, when you attend a meeting, you might miss important indication notifications like SLA, Missed Calls, and Abandoned Calls. You can setup an email notification. After that, you can do responsive actions.
Report & Analysis
Finally, a periodic report should be done to check out what is good and what is not good. Then analyze what the agent should improve.
What does a supervisor should review in the report?
Actually, the indications are almost the same as the Wallboard, the difference is report is a periodic assessment for the queue and agent.
P-Series divide reports into two categories: queue performance and agent performance. The system automatically generates reports in the format of graphs or charts and helps you to simplify analysis and extract invaluable data with ease. These reports can be historical and real-time. You can view and schedule reports on demand to evaluate past activities and plan future actions.
Queue performance reports give the supervisor insight into the work efficiency of one or more queues over a period of time and help the supervisor evaluate the performance of each queue.
- Queue Performance
- Queue AVG Waiting & Talking Time
- Satisfaction Survey Report
Agent performance reports give the agents insight into the performance of one or more agents, and help you evaluate if every agent meets the expectations of your call center over a period of time.
- Agent Login Activity
- Agent Pause Activity
- Agent Missed Call Activity
- Agent Call Summary
For more details about the report, click here.
Congrats! Once you take over the 3 parts of the queue, you will be a qualified queue supervisor.
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