Queue tab

The Queue tab displays real time data on the status of engagements currently waiting in queue and the agents available to service them.

The views available in the sub-tabs are:

  • Chat Requests

  • Agent Serviceability

  • Business Rules

  • Pages

These sub-tabs provide multi-dimensional views of work (engagements) and resources (agents).

Queue tab: Chat Requests

The Chat Requests sub-tab displays one engagement request per line. These engagements are serviced in order based on their position in queue. Certain engagements can be slotted in queue ahead of others, based on things like Score and Priority. The data in the Chat Requests sub-tab is divided into several columns.

These are the columns in the Chat Requests sub-tab.

Column Column

Ranking

Ranks engagements based on queue service level agreement (SLA) status.

  • Normal: Engagement is within queue SLA.

  • Moderate: Engagement reaching queue SLA.

  • High: Engagement exceeding queue SLA.

Engagement ID

Chat engagement ID. Can be copied to the clipboard and pasted in Portal to search and retrieve specific engagement.

Business Units/ Agent Group

Queued engagement requests are identified by the agent group and business units that can service the engagement.

Position

The position of each engagement request that has been placed in queue. The position of an engagement is determined by the engagement Score and/or the engagement Priority.

Business Rule

The criteria that triggered the engagement to initiate.

Launch Page

The website page where the engagement was initiated.

Score

Affected by the engagement’s Time in Queue as well as the set Priority. The score of the engagement will determine its position in queue.

Time In Queue

Total time in queue status.

Priority

Determined by pre-configured queue thresholds such as Transferred engagements or Reactive engagement requests. Engagements with a set priority are automatically given a higher score and a higher position in queue

Agent(s)

Agents who can service the engagements in queue

Consider the following example of Score and Priority. Suppose two engagements have a Priority of ‘5’. The engagement with the highest time in queue reflects a higher Score and higher position than the engagement with a lower time in queue. If one of these engagements has a higher Priority, it will increase that engagement's Score and position in queue.

Queue tab: Agent Serviceability

The Agent Serviceability sub-tab displays a list of active agents, their maximum allowed engagements, and their current status in Agent Desktop. In addition, this sub-tab shows how many of the engagements (currently in queue) can be serviced by each agent.

The data in the Agent Serviceability sub-tab is divided into several columns.

These are the columns in the Agent Serviceability sub-tab.

Column

Definition

Agent ID

Agent’s Agent Desktop User ID who can assist the engagement in queue.

Max Chats

Total number of engagements an agent is allowed to receive.

Can Service Count

Identifies the number of engagements in queue the agent may receive.

Current State

Displays the status state the agent has selected in the Nuance Agent Desktop. Default States are Available and Busy. Status states are customizable.

Color Status Indication:

  • Green: Available Status and incoming engagements can be received.

  • Yellow: Busy status but not all engagements have been closed.

  • Red: Busy status and all active engagements have been closed.

Time in State

A timer reflecting the amount of time the agent has been on the current state.

Consider the following example of Can Service Count. If a business rule launches engagements that require the attribute: "phone", and two of the agents logged in can assist “phone engagements”, their Can Service Count will increase by 1, while the other agents' count will remain the same. This indicates how many engagements an agent can service based on the configured attributes in their User ID.

Queue tab: Business Rules

The Business Rules sub-tab shows all queued engagements requests grouped by business rule. This view can be used by users who would like to examine the incoming traffic’s launch criteria.

These are the columns in the Business Rules sub-tab.

Columns

Definition

Business Rule

Business rule name

Total in Queue

Number of engagements in queue from a specific business rule.

Percent within SLA

Percentage of engagements in queue (from a specific business rule) that are within SLA.

Avg Time in Queue

Average time in queue for engagements from a specific business rule.

Max Time in Queue

Highest time in queue for engagements from a specific business rule.

Percent of Chats Queued

Percentage of total engagements in queue from a specific business rule.

Example Business Rules

Business Rule

Total in Queue

Percent within SLA

Avg Time in Queue

Max Time in Queue

% of Chats Queued

BB_I_R_LandingPage_PV10

1

0

00:02:15

00:02:15

10

BB_I_R_ContactUs_anchoredC2C

5

20

00:02:24

00:02:24

27

BB_O_P_ProductView_PV40

1

0

00:04:13

00:04:13

100

BB_I_R_FAQs_anchoredC2C

1

0

00:04:17

00:04:17

100

BB_O_R_LandingPage_anchoredC2C

4

25

00:02:24

00:02:24

10

Queue tab: Pages

The Pages sub-tab displays the same data the Business Rule sub-tab displays, but the queued engagement requests are grouped by the pages they were launched from. This helps you understand where on the website these engagements are coming from.