SUP 6.1 Monitor live voice queues
- Open المشرف > اللوحات المباشرة > Live Voice طوابير الانتظار.
- حدد All طوابير الانتظار, or narrow the scope to one queue.
- Read the queue measures: Active المكالماتs, Waiting, Longest Wait, SLA Today, CSAT, Connected المكالماتs, AHT and Team Mood.
- Review Roster Utilization and المكالمات Volume.
- In All المكالماتs, use the All, Busy, On Hold, On Consult and Wrap Up filters.
- Use search calls and Customize جدول as required.
اللوحات المباشرة is a group, not a page. Selecting اللوحات المباشرة in the left navigation expands it into three items: Live Voice طوابير الانتظار, Live الوكيل الحالة and Live Wallboard. It does not open a page of its own.
Each board carries a Live indicator and a اختر Your Widget control, which selects which panels are shown.
Verified detail on this board
| Measure | Notes |
|---|---|
| Active المكالماتs | With a five-minute trend beneath, for example "+0 calls in last 5 min". |
| Waiting | With a recency note beneath. |
| Longest Wait | In minutes, shown against its own Threshold, for example Threshold: 02:00 Min. |
| Connected المكالماتs | Shown as a value against a total. |
| AHT | Average handling time, in minutes. |
Roster Utilization reports the agent count and splits it across Available, Busy, Hold, Wrap Up, Not Ready and Offline. Beside it, ADHERENCE ("Measures schedule compliance") and OCCUPANCY ("Tracks active handling time").
المكالمات Volume (last 24 hours) charts المكالماتs Handled, Total المكالماتs and Projected المكالماتs on an hourly axis ending at Now.
The All المكالماتs table carries the columns المكالماتer, Date & Time, Queue, الوكيل, Wait Time, Talk Time and State, and reads No Active المكالماتs when the queue is quiet.
Watch Longest Wait, not Waiting. Waiting tells you how many people are queued; Longest Wait tells you whether one of them has been abandoned by your routing. A queue with two callers and a nine-minute longest wait is in worse shape than one with eight callers all under a minute.
Figure key, Live Voice طوابير الانتظار
- مسار التصفح.
- Left navigation, with اللوحات المباشرة selected.
- Live Voice طوابير الانتظار board selector.
- Live الوكيل الحالة board selector.
- Live Wallboard board selector.
- All طوابير الانتظار scope selector.
- Roster Utilization panel.
- المكالمات Volume panel.
- All المكالماتs table, with its All, Busy, On Hold, On Consult and Wrap Up filters.
- search calls field.
- Customize جدول control.