**This document applies to the following user roles within Omnia:**

- Any role that is assigned as an agent to a queue.

**Access the Agent Dashboard:**

- Click **Call Queues,** then click **Agent Dashboard** to open the Agent Dashboard.

Click "Call Queues" to access the call queues. Then click "Agent Dashboard" to open the Agent Dashboard.

**Switch Between Queues:**

- If you are assigned to multiple queues, click the dropdown and select the appropriate queue to see the details and complete actions pertaining to the selected queue.
- An icon of an agent next to the queue indicates that you are a queue agent in that queue.

**Log In/Out of a Queue:**

- If you are a member of multiple queues, click the dropdown and select the appropriate queue.

- Toggle the **Logged In** switch on or off to change your status.

  - When logged out, your status will show a red indicator and the name of the queue you are logged out of.
  - When logged in, your status will show a green indicator and the name of the queue you are logged into.

**Log In/Out of a Queue**:

- Toggle the **Logged In** switch to log in or out of the queue.

**Pause/Unpause:**

- If you are a member of multiple queues, click the dropdown and select the appropriate queue.

- Click the dropdown next to your profile and select one of the available options to pause your agent out of the queue.

- When paused, your status will display an orange indicator with the queue name and the reason for the pause.

- To unpause, select **Available** from the list.

**Filter Agent View:**

- Select the appropriate queue from the dropdown menu.
- To see agents, filter the agent view by selecting **All**, **Logged In**, or **Logged Out** from the dropdown.

**Agent Status Descriptions:**

- **All:** Displays all agents regardless of their status.
- **Logged In:** Shows only agents who are currently logged into the queue.
- **Logged Out:** Displays agents who are currently logged out of the queue.

**View Agent Status**:

- Hover over an agent's name to see their current status.
  - **Idle**: The agent is not on a call.
  - **Green**: The agent's phone is ringing.
  - **Blue**: The agent is on a call.

**View Agent Statistics:**

- Under **Queue Agents**, you can see statistical data for the current day based on the selected queue and your filters, including:
  - **In**: Inbound call count.
  - **Out**: Outbound call count.
  - **Refused**: Refused or abandoned call count.
  - **Time In/Out**: Total talk time for inbound and outbound calls.
  - **Pause Time**: Total pause time.
- All stats are in real-time for the current day.

**Queue Stats Grid:**

- The Queue Stats grid will provide several meaningful data points regarding queue stats including:
  - **Agents:Callers**: Ratio of available agents to callers.
  - **Agents:Ready:** Number of agents ready to take calls
  - **Active Calls:**  Number of active calls.
  - **Calls Waiting:**  Number of calls waiting in the queue.

**View Active Calls:**

- See active, in-progress calls from the queue, with details such as **Agent, Name, Number,** and **Duration.**

Voxo

This guide provides detailed instructions on how to navigate and use the Call Queues feature as an agent in the Omnia Portal. It covers topics such as accessing the Agent Dashboard, switching between queues, logging in/out, pausing/unpausing, filtering agent views, and viewing agent status and statistics. It also includes information on queue stats, active calls, and calls waiting.

Omnia: Call Queues (Agent)

Accessing the Agent Dashboard

Switching Between Queues

Logging In/Out of a Queue

Pausing/Unpausing

Filtering Agent View

Viewing Agent Status

Viewing Agent Statistics

Viewing Queue Stats

Viewing Active Calls

Viewing Calls Waiting