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Business cloud connect
Hi, we are using Business Connect Enhanced solution. We have 4 different queues. Is there a way to see the Live numbers of call in a call queue, to see if a call queue is over used and has too much calls waiting, so we can add more agents to this queue ? Also, is there a way for an agent to put some customers on hold, and answer another call in the call queue?
Thanks in advance!
9 Replies
Here is a screenshot of those 2 options
TELUS_SupportOfficial Support Team
I see, that could be a glitch or they could have removed the other settings! Did the rest of the answer assist with your problem?
It does help, but we cannot see if there is any calls in the call queue.
For example, on my personal line, when I am on the phone, I see when another person is trying to call me, I can decide to either accept the call and put on hold my current call, or dont answer.
With Business Connect, we dont see whenever we have a new call coming in. Is there a way we can have this information?
Hi, thanks for the quick answer. I cannot find the "Real-time Reports section" in my admin dashboard. In my Voice Manager admin portal, I only have 2 reports options: Call logs and Analytics.
- TELUS_Support
- Live Queue Monitoring: Yes, you can monitor live queue statistics through:
- The Admin Portal Dashboard
- Real-time Reports section
- Queue Manager interface
- Supervisor view
Supervisors can see:
- Number of calls waiting
- Average wait time
- Number of active agents
- Queue status in real-time
- Call Handling for Agents: Yes, agents can manage multiple calls:
- Put current call on hold
- Answer another call from the queue
- Switch between calls
- Use "Call Flip" feature to manage multiple conversations
To do this:
- Place current call on hold
- Select "New Call" to answer another queue call
- Toggle between calls using the call management interface
Best Practice: Set a maximum hold time policy to ensure good customer experience.
