Forum Discussion
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 c...
TELUS_Support
Official Support Team
Official Support Team- 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.
