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