Monitoring Call Queues & Call Center Groups

 


 

RingByName's Call Queue Monitoring feature allows call center managers to see performance information and see how effectively customer phone calls are being handled in real-time. This information can be detached as a separate window so it can be displayed on a separate area of your desktop or on TV Display hanging on the wall of your Call Center.

Additionally, the system allows you to create unique "Call Centers" or groups of agents by location, skill set, etc to monitor as a single unit.

 

Article Quick Links

What is the Call Queue Monitor?
What is a Call Center Group?
How do I create a Call Center group?
Can I delete an existing Call Center Group?
How can I access the Call Queue Monitor?
What is the difference between the "Queues" list and the "Call Centers" list?
What information is displayed in the Call Queue monitor?
Is the Information live?
Is there an additional cost or license fee to use the Call Queue Monitor tool?

Troubleshooting & quick fixes

I have Call Queues enabled for at least one department, why can't I see the Call Center Monitor in the Monitoring Area of the System Administration Portal?
Why doesn't the System Administration option appear on the drop-down when I click on my name?
Who can I contact for more help?

 

 

What is the Call Queue Monitor?

The Call Queue Monitor is a screen from which you can monitor the status of phone calls being handled inside of your call queues and how effectively they are being handled by the assigned agents in real-time. The screen can be expanded into a separate tab in your web browser so that it can be displayed on a stand-alone monitor on a managers desk, or on a TV hanging in your Call Center.

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What is a Call Center Group?

In addition to monitoring all the departments which have call queuing enabled, managers and administrators can create "Call Centers" or groups that can be monitored as a single unit.

Some applications for this type of monitoring are:

·         To monitor all agents at a single physical location for companies with multiple locations

·         Managers and administrators can monitor their own teams, regardless of the department queues they belong to

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How do I create a Call Center group?

"Call Centers" can only be created by Administrators with full access to the System Administration area. In order to create a Call Center Queue Group for monitoring, please follow the steps below:

1.       Login to your RingByName account.

2.       Click on your name at the top-right corner of the screen. Select "Go to System Administration" from the drop-down list.


3.       Click on "RingByName Setup" on the navigation bar along the top of the screen.


4.       Click on the "Departments" in the selection area in the first column of the main area.


5.       Scroll to the bottom of the screen and locate the "Call Center Queue Group" area. Click on an existing Call Center Queue Group to edit, or click on the "Add Call Center Queue Group" link to create a new group.


6.       Place a check mark next to any name you would like to add to the Call Center Queue Group. Uncheck it to remove it from the group. Scroll to the bottom and click on Save to complete.

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Can I delete an existing Call Center Group?

Yes. An existing Call Center Group can be deleted. Simply click on the group you would like to delete and scroll to the bottom of the third column and click on the red button labeled "Yes, remove this call center queue", then click "Yes, remove this Call Center" to verify.



 


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How can I access the Call Queue Monitor?

1.       Login to your RingByName account.

2.       Click on your name at the top-right corner of the screen. Select "Go to System Administration" from the drop-down list.


3.       Click on "Monitoring" on the navigation bar along the top of the screen.


4.       Click on Queue Monitor in the menu area in the first column on the left.


5.       By default, the Monitor will display a listing of all queues, to view Call Center Groups click on the "Call Centers" located just below the "Calls Holding" statistic.


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What is the difference between the "Queues" list and the "Call Centers" list?

The "Queues" list displays all departments on your account that have call queue service activated. The "Call Centers" list is a listing of watchlists or agent groupings created by managers and administrators.

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What information is displayed in the Call Queue monitor?

The Call Queue monitor will display several key measurements that will allow call center managers to keep an eye on and effectively manage operations.

These metrics each display in their own box along the top of the Call Queue Monitor in both the "Queues" and "Call Centers" display layout. Clicking on any of these boxes will display relevant information on-screen.

Here is a breakdown of the information provided:

Calls Today

This displays a listing of all calls received by the department for the current day. If enabled, the list will include call recordings along with the date and time of the call, the name and number of the caller, the Queue to which the call was routed, the name of the agent that answered and the duration of the call.


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Dropped Calls

This lists a table of all calls which entered the queue, but where the caller has hung up before the call could be answered by an agent. This is sometimes also referred to as the "abandon rate".


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Available Agents

This is a list of all agents assigned to queues which are currently not on a phone call, set to an away status, and are available to speak to a caller.


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Active Calls

Clicking inside the Active Calls box displays a listing of all active calls/ agents in your queues and the duration of each call.


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Calls Holding

TThis displays a list of all calls currently waiting on hold inside your queues, the name of the queue for which they are holding, how long they have been on hold, and the time and date they entered the queue.


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Average Hold Time

TThis displays the average hold time across all your queues in hours, minutes, and seconds. The average hold time for individual queues is listed in line with the name of each queue.


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Is the Information live?

Yes. All information is displayed in real-time. Some information, such as average call/talk times, and hold times are calculated as calls switch status (from holding to active) or the call is finished.

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Is there an additional cost or license fee to use the Call Queue Monitor tool?

No. There are no additional license fees or per user charges for accessing the Call Queue Monitoring tools. It is included with the service and displays whenever queues are activated on any department on your RingByName account.

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I have Call Queues enabled for at least one department, why can't I see the Call Center Monitor in the Monitoring Area of the System Administration Portal?

On occasion, an update to the web version of your RingByName software may not appear automatically—especially if you stay logged into the web application on your computer. We suggest taking one of the following actions:

1.       Log out of the RingByName application, close your browser and then log in again.

2.       Clear the cache on your browser and try again by holding CTRL+SHIFT+R, or clearing your browser cache (see instructions here). LINK http://support.ringbyname.com/knowledgebase/articles/680509-having-problems-loading-the-web-application

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Why doesn't the System Administration option appear on the drop-down when I click on my name?

If the System Administration option does not appear on the drop-down when I click on your name, you may not have either system administrator or manager permissions in RingByName. Please contact your company's system administrator to request access.

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Who can I contact for more help?

If you require assistance with the configuration, need advice on how to set upspan> your Call Center monitoring and groups, feel free to contact our Support Center at 855-345-7464 or email us at support@ringbyname.com.

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