Details

On the call group details page, the user is able to see more specific statistics concerning the call group.

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Statistics

When running Totalview 2020SP2 or older, the statistics section will not be shown

Inside of the call group details page, there is a statistics section at the top, which has the following information available

  • Call group name, top left

  • Call group number, top right

  • Average waiting time, middle left

    • The average waiting time describes how long a customer will have to wait on average before an agent picks up the phone.

  • Average call time, middle right

    • The average call time describes how long the call is when a customer is talking to an agent.

  • Calls in queue, in the middle

    • Describes how many calls are currently in queue, waiting for an agent to pick up the phone

  • Answered calls section, bottom

    • In the middle, A percentage describing how many calls have been answered out of the total amount of calls

    • On the right, we have the amount of calls answered and total calls

Below the statistics view, we have the agents list, where any member of the group is able to see other agents and if they’re signed in / out, their state or busy in a call.

Different privileges

Only call group sign in / out privileges

When the user only has call group sign in / out privileges, the user will only be able to press his or her own sign in / out button. This is indicated by the grayed out appearance of the buttons when entering the call group details page.

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No call group admin or sign in / out privileges

If the user has no call group sign in / out or call group admin privilege, the user will then only be able to observe the agents, as well as his or her own user from the call group details page.

When running Totalview 2020SP2 or older, the call group sign in / out privileges does not apply and therefore you will be able to sign in / out as you please without that privilege.

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Call group admin privileges

A user that has call group admin privileges, is responsible for managing the call group and therefore is able to sign in / out other agents from the call group as needed.

A call group admin can also be a part of the call group but to be able to manage a call group he only needs to have the privilege.

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