SUP 6.1 Monitor live voice queues
- Open Superviseur > Tableaux en direct > Live Voice Fichiers d'attente.
- Sélectionnez All Fichiers d'attente, or narrow the scope to one queue.
- Read the queue measures: Active Appels, Waiting, Longest Wait, SLA Today, CSAT, Connected Appels, AHT and Team Mood.
- Review Roster Utilization and Appel Volume.
- In All Appels, use the All, Busy, On Hold, On Consult and Wrap Up filters.
- Use search calls and Customize Tableau as required.
Tableaux en direct is a group, not a page. Selecting Tableaux en direct in the left navigation expands it into three items: Live Voice Fichiers d'attente, Live Agent Statut and Live Wallboard. It does not open a page of its own.
Each board carries a Live indicator and a Choisissez Your Widget control, which selects which panels are shown.
Verified detail on this board
| Measure | Notes |
|---|---|
| Active Appels | 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 Appels | 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").
Appel Volume (last 24 hours) charts Appels Handled, Total Appels and Projected Appels on an hourly axis ending at Now.
The All Appels table carries the columns Appeler, Date & Time, Queue, Agent, Wait Time, Talk Time and State, and reads No Active Appels 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 Fichiers d'attente
- Fil d'Ariane.
- Left navigation, with Tableaux en direct selected.
- Live Voice Fichiers d'attente board selector.
- Live Agent Statut board selector.
- Live Wallboard board selector.
- All Fichiers d'attente scope selector.
- Roster Utilization panel.
- Appel Volume panel.
- All Appels table, with its All, Busy, On Hold, On Consult and Wrap Up filters.
- search calls field.
- Customize Tableau control.