Never Miss a Customer Call Again

Starting at the upper left of the MPVEX Call Center Console screenshot above we can see many things:

Top Header Bar

• We see a drop down that has all the Call Queues available for monitoring.  We can view multiple queues if needed.
• We are looking at only one queue named MP SALES, but we can view more queues at the same time
• We can click the Inactive Agents or Active Agents to view who is logged in or logged out

Real Time Queue Stats Bar (left to right)

• We see the estimated wait time for the callers in queue is 2.28 minutes (137 seconds)
• We see the average wait time of past callers today has been under 2 minutes (113 seconds)
• We see a total of 9 agents “recipients” are selected to be in the MP SALES call queue. (active or inactive)
• We see there are 2 callers sitting in queue “active session” or have not been picked up by an agent yet
• We see that 267 calls or “total sessions” have been presented to the MP SALES call queue today
• We see that no callers “0” were “missed“, rejected or timed out prior to being answered
• We see that 10 callers who sat in queue, decided to hang up “abandoned” before we could get to them

Agent Status Screen

Fred Jones is red because he just completed a call and is in Wrap-up Mode.  A preset time that is allowed for him to complete notes of his finished call. After Wrap-Up is over, Fred will be automatically put in the Ready Mode.  He will then be Available to take calls.

Tiffany Peboles is being presented a call.  Her phone is ringing and she can see the CallerID of LUMBER BIZ.  The caller is still in the queue at this time.  If Tiffany does not answer the phone, the call will stay in the queue, and possibly ring Saundra Smith as she is logged in and an available agent.  If Tiffany is the only available agent, her phone will ring again and again.

Saundra Smith is logged in and in the Ready Mode.  She will get a call sent to her soon.

Jiminy Strickett is in the same status as Tiffany.  He was just available, but now his phone is ringing.  If he answers, he will be talking to ABC COMM.  If he doesn’t the call stays in queue and will be present to another availabe agent or will go right back to Jiminy.

Peter Manson is talking with a customer rignt now.  We can see he has been talking for 2:27 minutes to LST COMPANY.

Sally Ledbedder is logged in, but she has put herself in the Away Mode.  Maybe she’s at lunch or on a break.  She will not be presented a call from this queue until she goes back to the Ready Mode.

Gizelda Peterson just answered a call which was sent to her from the MP SALES queue.  She has been talking fro 31 seconds to XYZ SHOES.

Harv Simpleton is on a call to ZOOMBIZ. He has been talking for almost 5 minutes.

Mr. 9th Agent is currently green so he is available, but the reason this screen looks different is because we’ve touched his name and his status box flipped around to show us his stats for the day.  The last time he logged in was at 11:37 AM.  He has answered 37 calls since then.  The last call he took was at 4:32 PM.  He has missed one call so we’ll want to ask about that, and his average call time is 2.45 minutes.