Queue details - Workforce tab

In the queue detail window,Workforce tab, you see the present situation for selected queue/waiting list. You also have access to lists of agents, which you can log in and out from the selected queue and to which you can send messages.

Status information about the queue/waiting list

On top you see information about the queue/waiting list

Queue length	The number of contacts waiting in the specific queue/waiting list. This does not include the contacts that are currently being served after waiting in the queue/waiting list.
Available	Number of agents available. Ready + In contact + In wrap-up
Paused	Number of paused agents logged in.
Longest queue time	Longest queue time for contacts currently in queue
Estimated queue time	An estimated value for queue time for the contact at the end of the queue. The value is based the length of the queue at the moment and how long the queue time has been for contacts earlier in the queue.
Service level	Proportion of established contacts that fulfil service levels 1 and 2.
Answer rate	Service levels constitute a way of measuring how good the service provided by the queue is, but then just time is measured, that is, how soon a call is answered. If you measure the answer rate you can see how good service the queue is providing, seen the availability. If many calls hang up before they are answered, the answer rate goes down. Here you see answer rate in % for the queues and waiting lists distributing incoming calls and chats. The formula used to calculate the answer rate is: (Established + Reestablished) / (Established + Reestablished + Lost + Abandoned)

Status details about agents

Select from the lists which agents you want to login and out from the selected queue and to which agents you just want to send a message.

Agents currently serving the queue
Status details for agents logged in on the actual queue. Please note that there can be more agents serving the queue. Agents belonging to a subarea you do not have access rights to are hidden.

Agents that could serve the queue
Agents with skills and access right to serve the selected queue. These agents are

agents logged into the CallGuide system, and logged into the same service as the queue, but NOT yet logged in to the actual queue.
agents logged out from the system.

To avoid seeing the logged out agents you tick Only show agents logged into the CallGuide system.

At the bottom you find the Extra Agents button opening list of agents logged into the CallGuide system AND logged into the same service that the queue belongs to but WITHOUT the skills usually needed to serve the queue. You can filter the content by Subarea and/or Skill

Each agent’s status is shown with colours

Green	Ready
Yellow	Paused or In wrap-up
Red	In contact such as call, chat or email
Gray	Logged out, i.e. agents not logged in to CallGuide

For each agent you can also see the following data

Username
Surname
Status
Time in status
Work level
Custom work level
Time in work level

The Work level and Custom Work level columns can be hidden via the right click menu

Increase the number of agents serving a queue

During a peak, you can quickly add additional agents to an overloaded queue. Start by sending a message to selected agents, asking them to tend to the queue or waiting list in question.

Select agents in any of the lists. For multiple recipients, hold down the Ctrl key and click on all the relevant names.
Then click on Send message button at the bottom right, or right click to see the menu where you can select Send message.
Write your text in the window opened and send with OK

Messages can only be sent to agents logged into CallGuide Agent and CallGuide Edge Agent. The agents using CallGuide Mobile Agent or having logged in to the CallGuide solution via mobile login will not be able to read your message. To before hand see if an agent will get your message you can check the agent’s type of telephony connection. Open Agents window - Details about a selected agent, and look for Client in the detailed information to the right.

To further speed up the process you can log in agents to the queue or waiting list yourself, from the Agents that could serve the queue list .

At extreme peaks you can add additional agents by including agents lacking the skills required to serve the queue, via the Extra Agents list.

To use the Login Agents function you need the access function Execute login/logout users on/from queue/waiting list

This is how you work with the Agents that could serve the queue and Extra Agents lists:

1. Select agent(s). For multiple recipients, hold down t the Ctrl key and click on all the relevant names.

2. Click on Login Agents

3. In the window opened, you see which agents can be logged in and which can’t. The agents that cant be logged into the queue is probably not logged into the applicable service.

4. Under Agent Notification, tick the Notify Agent to get an automated message sent out to the agents, with the text “ You have been logged in to xxxxx"

The selected agents will become logged in to the queue/waiting list, regardless of present status. Which agents can see the message is mentioned above.