Omnia: Call Queues (Agent) | Scribe

    Omnia: Call Queues (Agent)

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      **This document applies to the following user roles within Omnia:** - Any role that is assigned as an agent to a queue.

      Accessing the Agent Dashboard

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

      Switching Between Queues

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      **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.
      **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.

      Logging In/Out of a Queue

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      **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:** - 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.

      Pausing/Unpausing

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      **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.
      **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.

      Filtering Agent View

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      **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.
      **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.

      Viewing Agent Status

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      **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 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.

      Viewing Agent Statistics

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      **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.
      **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.

      Viewing Queue Stats

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      **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.
      **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.

      Viewing Active Calls

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

      Viewing Calls Waiting