Call-center supervisor interface

The page for managing the call center can be accessed from the Call Center module, by selecting the Management option.

The interface will display a list with all the waiting queues that can be managed by the administrator (supervisor). A call back campaign can be initiated (or edited) by pressing the Call back campaign from each queue menu

For every waiting queue the following information will be displayed:

• a list with all the agents assigned to the queue;
• total count of the waiting calls, on the queue;
• a list with all the waiting calls (including the waiting time for each call).

Below the section with the waiting queues, Accolades displays a list with the active campaigns for the accounts that the administrator has permissions.

Agents list

From the waiting queue menu, the administrator can choose the type of agents that are displayed (all agents, only the active agents, only the inactive agents), along with the sorting order (alphabetical or by total number of processed calls).

The agents are listed in a 5 columns table:

• agent status in the queue;
• phone device status (used by the agent) in the queue;
• name of the agent;
• current call duration;
• total calls processed by the agent, since he logged in to the queue;

Agent status in queue

The agents list contains all agents assigned to the queue.

Each agent has a status, as it follows:

• Active - The agent is logged on the queue (he can receive calls);
• Inactive - The agent is not logged to the queue (he can not receive calls from the queue);
• Pause - (personal, business, after call) The agent is active on the queue, but he is on a break (he can not receive calls from the queue);

The agents can start a break on any active queue. For example, an agent active on 3 queues will receive calls only from one of them, if he has breaks set up for the other two.

If an agent is active on a queue, then he can be logged out from the queue, by selecting the respective option from the menu displayed when the agent name is being clicked. If the agent is inactive then no actions can be triggered.

Phone device status

The phone status is displayed only for the active agents on the queue.

The status can have any of the following values:

• Available - the phone is not used at this time, the agent can receive calls, if he is not on pause;
• Ringing - the phone is ringing;
• In call - the phone is in use;
• Offline - No connection can be established between the phone and Accolades server, the agent will not receive any calls.

Unlike the agent status, which is different for each queue, the phone status is the same for every queue. For example, if a phone is used in a call, then its status will be "in call" on every queue (the status can not be "available" if the phone can not receive calls). Also, if the agent uses the phone for outgoing calls, then the phone status will be set to "in call" for all waiting queues.

Agent name

The column displays the agent name, as it is defined in Accolades. A menu with actions will be displayed when the administrator (supervisor) clicks on the agent name.

Agent priority

The column displays the agent priority, for receiving incoming calls. The value 0 is for an agent that receives calls in a regular manner. Higher values will indicate that an agent will receive fewer calls, compared to someone with a lower value. The value 15 indicates that the agent will receive as fewest calls as possible.

The priority value can be defined by clicking on the agent name and then selecting the appropriate option.

Call duration

The column displayed the current call duration.

Total calls

The column displays the total number of calls, processed by the agent, on the queue. The value is counted from the last login of the agent to the queue. When the agent logs out of the queue, the value is set to 0.

Total waiting calls

The section displays, in real time, the number of waiting calls (calls that are waiting for an agent to become available) for the queue.

Waiting calls list

The section displays a list with all the waiting calls, along with the waiting time (in real time) for each call.

Campaign list

The section displays the active campaigns for the accounts that the administrator has access to. For each campaign the following info will be displayed:

• Campaign name (if the supervisor clicks the campaign name then Accolades will load the campaign info page);
• Total - total number of contacts for the campaign;
• Waiting - total number of contacts waiting to be processed;
• In call - total number of contacts being processed right now;
• Finished - total number of contacts that had been processed successfully;
• Unavailable - total number of contacts that had been called by the agents, but there were no answer (Accolades defines the unavailable status if the number of calls is equal or greater than the Maximum calls for contact value, defined in the campaign info page);
• Error - total number of contacts that could not be called because the phone number was invalid.