How to control particular queue progress
To monitor the progress of particular queues, the contact center manager can quickly display data for particular queues. For example, the queues filter can be used to analyze calls to customers for one or several product promotions.
To view particular queue items, filter the records using the [Queue] filter:
1.Go to the [Queues] section.
2.In the [Queues] view, click [Queue] and select the [Add queue] option.
3.Select the required queue in the opened lookup.
The selected queue will be added to the filter conditions. The content of this queue will be displayed in the list. If you add multiple queues to the filter, all elements from the selected queues will be displayed.
You can view the progress for specific queues by displaying the total number of their elements. To view the queue elements:
1.In the [View] menu, select the [Set up summaries] command.
2.Select the [Display number of records] checkbox.
To display processed elements, select the [Show processed] checkbox. Only processed elements from the selected queues will be displayed in the list, for example, closed cases or completed calls.
To view which queue elements are in the process, sort the elements by [Agent] or [Status] column.
See also
•How to create and populate a dynamic queue
