Queue Calls

Queue Call

This term is used for calls targeted to a queue, either by the telephone system or by the caller dialing the queue's extension number. Unless otherwise specifically stated, most statistics shown by IP Office Customer Call Reporter are only for queue calls. Calls direct to an agent (non-queue calls ) rather than to the queue to which they belong are not normally included.

7.1.1 Queue Call Answered by 1st Agent

An external call is targeted to a queue. The call is answered by the first available agent.

Events Queue Q Agent A

· A call is routed to the queue. Calls Waiting 1 –

· The call is presented to the first available agent. Agents Ringing 1 –

· The call is answered. Answered Calls 1 Answered Calls 1

Historical Answered Calls 1 Answered Calls 1

Queues Answered

Calls

No Answer Lost Calls

Queue Q 1 0 0

TOTAL 1 0 0

Agents Answered

Calls

No Answer Lost Calls

Agent A 1 0 0

Agent B 0 0 0

Agent C 0 0 0

192

7.1.2 Queue Call Answered by 2nd Agent

An external call is targeted to a queue. The call is not answered by the first available agent. The call is answered by the second available agent.

Events Queue Agent A Agent B

· A call is routed to the queue. Calls Waiting 1 – –

· The call is presented to the first available agent. Agents Ringing 1 – –

· The call is not answered. No Answer 1 No Answer 1 –

· The call is presented to the next available agent. Agents Ringing 1 – –

· The call is answered. Answered Calls 1 – Answered Calls 1

Historical No Answer 1

Answered Calls 1

No Answer 1 Answered Calls 1

Queues Answered

Calls

No Answer Lost Calls

Queue Q 1 1 0

TOTAL 1 1 0

Agents Answered

Calls

No Answer Lost Calls

Agent A 0 1 0

Agent B 1 0 0

Agent C 0 0 0

Call Scenarios: Queue Calls

7.1.3 Queue Call Which is Lost

An external call is targeted to a queue. The call is not answered before the caller hangs up.

Events Queue Q Agent A

· A call is routed to the queue. Calls Waiting 1 –

· The call is presented to the first available agent. Agents Ringing 1 –

· The caller hangs up. Lost Calls 1 Lost Calls 1

Historical Lost Calls 1 Lost Calls 1

Queues Answered

Calls

No Answer Lost Calls

Queue Q 0 0 1

TOTAL 0 0 1

Agents Answered

Calls

No Answer Lost Calls

Agent A 0 0 1

Agent B 0 0 0

Agent C 0 0 0

Notes:

· When a queue call is lost, it is recorded as lost against the queue and against the last agent to which is was presented.

7.1.4 Queue Call Picked Up by Another Agent 1

This scenario shows a queue call being picked up by another agent in the queue.

Events Queue Q Agent A Agent B Agent C

· A call is routed to the queue. Calls Waiting 1 – – –

· The call is presented to the first available agent. Agents Ringing 1 – – –

· The call is not answered. No Answer 1 No Answer 1 – –

· The call is presented to the next available agent.

Agents Ringing 1 – – –

· Another agent in the queue picks up the ringing call.

Routed to Other 1 – – Answered 1

Historical No Answer 1

Routed to Other 1

· The call presented to the first agent but not answered by them is counted as a No Answer call for both the agent and the queue as it rang them for the queue's full no answer time before being automatically presented to the next available agent.

· The agent to which the call was being presented when it was picked up does not have the call counted as a No Answer call as it was not presented for the queue's full no answer time before it was picked up.

· The picked up call is not recorded as an answered call for the queue, instead the call is recorded as Routed to Other.

· For the agent who picked up the calls it is recorded as Answered External (Non-Queue).

Call Scenarios: Queue Calls

7.1.5 Queue Call Pickup by Non Agent

This scenario shows a queue call being picked up by someone who is not a member of the queue, in this case a normal extension.

Events Queue Q Agent A Agent B Agent C

· A call is routed to the queue. Calls Waiting 1 – – –

· The call is presented to the first available agent. Agents Ringing 1 – – –

· The call is not answered. No Answer 1 No Answer 1 – –

· The call is presented to the next available agent. Agents Ringing 1 – – –

· Another agent in the queue picks up the ringing call.

Routed to Other 1 – – –

Historical No Answer 1

Routed to Other 1

· The call presented to the first agent but not answered by them is counted as a No Answer call for both the agent and the queue as it rang them for the queue's full no answer time before being automatically presented to the next available agent.

· The agent to which the call was being presented when it was picked up does not have the call counted as a No Answer call as it was not presented for the queue's full no answer time before it was picked up.

· The picked up call is not recorded as an answered call for the queue, instead the call is recorded as Routed to Other.

7.1.6 Queue Call Timed Out to Voicemail

An external call is targeted to a queue. The call is presented to each available agent in turn but remains unanswered.

When the queue's voicemail timeout occurs the call goes to the queue's voicemail mailbox immediately.

Events Queue Q Agent A Agent B Agent C

· A call is routed to the queue. Calls Waiting 1 – – –

· The call is presented to the first available agent. Agents Ringing 1 – – –

· The call is not answered. No Answer 1 No Answer 1 – –

· The call is presented to the next available agent.

Agents Ringing 1 – – –

· The call is not answered. No Answer 1 – No Answer 1 –

· The call is presented to the next available agent.

Agents Ringing 1 – – –

· The call is not answered. – – No Answer 1

· While being presented the call times out to voicemail.

Routed to VM 1 – – –

· The caller leaves a message. New Messages 1

Historical No Answer 2

Routed to VM 1 New Messages 1

No Answer 1 No Answer 1

Call Scenarios: Queue Calls

In document IP Office Customer Call Reporter 1.1 User Guide (Page 139-145)