The Contact Center is where a Contact Center Supervisor/Call Center Supervisor manages their call queue(s), and a Contact Center Agent can view calls and log in/out of their assigned queue(s). A single domain can have an unlimited number of queues. 

This article explains the features available on the Contact Center screen in the portal from the supervisor's scope. From the portal, a Call Center Supervisor can do the following:

• Call Center: edit agents and queues, run reports
• Agents: masquerade, edit, or delete an agent from a queue, and add ring groups
• Conferences: add, edit, or delete conference bridges
• Call Queues: view and edit the assigned agents, MOH, and the queue itself
• Music On Hold (MOH): view and download audio files only (cannot delete)
• Call History: view, export call history

A Call Center Agent's scope is similar to a Basic User's access level. Still, they can also view information in the queue(s) they have been assigned to, record their call dispositions, and log in/log off from their assigned queues. 

For users who have been provisioned with Call Center access, they will see a "Call Center" button in the Portal's top-level navigation panel, like so:

Here are the basic rules for using the Contact Center:

1. A call queue must be configured before an agent can be assigned.
2. A call queue can contain both on-net and off-net agents.
3. Only online ("available") agents can be in an active queue.
4. An agent is considered off-line ("unavailable") if their device is not configured.
5. An agent can indicate the reason for their unavailability (lunch, break, meeting, or other).  
6. Agents assigned to multiple queues can assign priority to one queue over another.

Refer to this article: Working with Call Queues for specific information about call queues.

Understanding Site Precedence for Site Managers

Sites can be assigned to users, agents, and queues. Regarding a Site Manager who has been provisioned with Contact Center permissions, a call queue's "site" setting takes priority; a Site Manager can view all agents in queues assigned to their site, irrespective of the agent's site. They cannot view queues and agents not assigned to their site unless the agent is in a queue at the site where the Site Manager is assigned. This is a way for a Site Manager to view agents not assigned to their site; an agent can be assigned to a call queue within their site. 

Example Scenario - Site Manager Stacy has been assigned to the Calgary site. 

• Stacy can view all queues that are assigned to the Calgary site. 
• Stacy can view all agents that have been assigned to the Calgary site.
• If an agent has been assigned to a different site but is part of a Calgary site call queue, Stacy can see this agent, too. 
  • Call Center Agent Tom's profile is assigned to the Red Deer site and the Calgary site call queue. Stacy can see Tom. 

Contact Center Portal Layout

On the Contact Center screen, users with the scope of Call Center Supervisor and above can view a list of Call Queues, an Active Call Graph, a Stats Grid, and a list of all agents in those queues. 

Call Queues Table: 

The Call Queues table, located in the upper left-hand corner of the screen, displays data in real time: the number of active calls, the number of callers waiting, the current wait time, and the number of idle agents. 

Optionally edit agents and the call queue directly from this table. Refer to "Call Queue Configuration" for more information about editing a call queue. See below for editing an agent directly from this screen. Edit or Convert An Agent

The Call Queues table in the Contact Center conveniently allows editing, adding, and removing agents directly from this screen. To do so, click on the icon of a person ("edit agents") in a call queue row. 

Remove an Agent/Edit an Agent
In the "Edit Agents" modal, click the X next to an agent to remove them immediately from the queue. In the "Edits Agents" modal, click the pencil icon to edit the agent's queue settings, then click "Save Agent" when finished.

Add an Agent
In the "Edit Agents" modal, clicking Add Agent opens similar options as above, with the addition of the agent selection fields: 

Agent Phone or Name Status (offline or online) Wrap-up time in seconds. The maximum number of simultaneous calls (no more than 6). The maximum number of SMS messages (no more than 5). The agent's queue priority (1-99). The agent's order in a linear hunt, if applicable (1-99). Request confirmation from the agent when the call is answered (recommended for off-net agents). Select whether the user should auto-answer the call.

Call Queues Table Column Configurations

The following columns have further configurations in the Call Queues table:

• Clicking on the number of Active Calls (even if it's zero) displays the call information in real time: the number the call originated from, the number that was dialed to enter the queue, the status of the call, the assigned agent, and the current duration of the call since it entered the queue. The status must be "talking" for the "listen" feature to work, and the agent's scope in the call must be lower than the user attempting to listen in. 
• Callers Waiting displays the Caller ID from which the call is originating, the caller's name (if available), the status of the call (such as "talking" or "ringing agent"), and the current duration/time the caller has been on hold. 
• Clicking on the number of Agents Idle displays all agents in the queue. It includes the agent's extension, their current status, their answering order in the queue (if configured), the max number of calls they can receive at a time (no more than 6), and the max number of SMS messages they can receive at a time (no more than 5). 
  • Adding, removing, editing, and converting agents on this screen is similar to doing so from the main Call Queues Table. See above for more information. 
     

Active Calls Graph

The Active Calls graph represents the real-time data in the selected call queues. If none of the call queues are checked in the Call Queues table, then the default selection is all call queues. The y-axis depicts the number of active calls in the last eight hours. 

If the graph is empty or spinning, there are no active calls to graph. 

Stats Grid

The Stats Grid displays values based on color-coded thresholds to quickly identify when a configurable call queue limit has been reached or exceeded. 

For instance, a Call Center Supervisor can set an AWT (Average Wait Time) of 120 seconds as a lower threshold. Then, if the average caller wait time is less than 120 seconds, the AWT stat will be green. The stat will change to yellow if the wait time exceeds 120 seconds. The Call Center Supervisor would also set an upper threshold where the yellow (warning) would change to red at 3+ minutes (180 seconds). The upper threshold should typically always be higher than the lower threshold. 

Green = the value is below the lower threshold.
Yellow = the value is at or above the lower threshold and below the upper threshold.
Red = the value is at or above the upper threshold.
White = the threshold has not been configured, such as is the default for CA and CV

Click on the "Grid Settings" link to edit the thresholds. Click Save to save changes. Then click on the General tab to edit the Service Level Agreement. This is the acceptable amount of time a call needs to be answered. 

If the Stats Grid thresholds are not configured, then the grid will default to the following behaviour:

1. Lower thresholds are 0 (blank) and will color-code as yellow when they reach 70% of the default upper threshold value. 
2. The CW (Callers Waiting) upper threshold is 5.
3. The AWT (Average Wait Time) upper threshold is 60 (seconds).
4. The AHT (Average Handling Time) upper threshold is 240 (seconds). 
5. The ABN (Abandon Rate) upper threshold is 15 (percent). 
6. CA (Calls Answered) and CV (Call Volume) do not have default upper thresholds and will color-code as white, no matter the number of calls answered or the call volume.

Agents Table

In the bottom right-hand corner of the Contact Center portal is the Agents table. Hover over the agent to view an agent's call stats, assigned queues (including current status), and the option to listen. Agents in this table are color-coded as follows: grey (offline), green (online and available), and red (online and unavailable). Only online agents can be a part of a call queue. 

Agent Stats

Clicking on the Stats Icon (graph) will load the agent's stats. Below is an example of an "agent stats" modal. An agent's calls are graphed here for the past 10 days, and more specifically, the last 24 hours include a breakdown of call types, time talked, etc. 

Any status besides "offline" is considered online; therefore, agent "Logged In" time begins incrementing once a status is changed to something other than "offline," including "Lunch," etc. 

Assigned Queue(s)

The "assigned queue" modal lists the call queues the agent is in. If the agent has forgotten to log off for the day, their status can be changed here (offline or online). Their queue priority can also be altered. The lowest number equals the highest priority (i.e., 1 is the highest priority, and calls in that queue will be routed to the agent first). 

Listen

Listening to calls is an available feature for on-net and off-net calls when the status of a call is "talking". However, the scope of the user listening must be higher than the scope of the agent on the call. For instance, a call center supervisor will not have the option to listen to a call where the agent is another call center supervisor, but they can listen to the calls of call center agents.