Monitoring of Overflow Queues

Use

If a queue contact is not answered in the predefined time, depending on the configuration, it may overflow to another queue. In the Online Monitoring these overflown contacts are shown in the following way:

  • In the Summary view and in its data tables, an active contact is shown in the queue where it really is at that moment. But after the contact is handled in the overflow queue, it is shown in the primary queue as Handled.

  • In the Contact View, the contact is always shown in the primary queue but in the overflow queue only if All Queues option is selected for viewing, see Define Statistic Level.

  • In the Agent View, the contact is shown when being handled by an agent in the overflow queue.

  • Waiting time is calculated from the time the contact arrived in the primary queue.

Users can see contact information only in the queues they have rights to. Thus, it is possible that monitoring users can see the contact in a certain step only if they, for example, have rights to the primary queue but not to the overflow queue.

Example

A contact comes to the primary queue Q1, it is overflown to the overflow queue Q2, and then to another overflow queue Q3. If there are monitoring users who have rights to one specific queue, only, they can see the following monitoring items in different steps:

  1. The contact arrives and stays in Q1: The contact and its waiting time are shown in the Summary View and Contact View to those who have rights to Q1.

  2. The contact overflows to Q2:

    In the Summary View, the contact and its waiting time is shown to those who have rights to the queue Q2, but the waiting time is calculated from the time the contact arrived Q1.

    In the Contact View, the contact is shown to those who have rights to Q1. To those who have rights to the overflow queue Q2 only if All Queues are selected.

  3. The contact overflows to Q3:

    In the Summary View, the contact and its waiting time is shown to those who have rights to the queue Q3, but the waiting time is calculated from the time the contact arrived Q1.

    In the Contact View, the contact is shown to those who have rights to Q1. To those who have rights to the overflow queue Q3 only if All Queues are selected.

  4. The contact is handled in Q3: The contact in not shown for any queue in the Summary View, as it is not queueing anymore.

    In the Contact View, the contact is shown to those who have rights to Q1. To those who have rights to the overflow queue Q3 only if All Queues are selected.

    In the Agent View, those who have rights to the overflow queue Q3 can see the agent talking or handling the contact.

  5. After the contact has been handled:

    In the Summary View, the contact is shown both in arrived and handled contacts to those who have rights to Q1.

    In the Contact View, the contact is shown to those who have rights to Q1. To those who have rights to the overflow queue Q3 only if All Queues are selected.