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Using Interactive Visual Queue 345
Interactive Visual Queue monitor grids
The Interactive Visual Queue monitor comprises the Queued calls grid and the Abandoned calls grid. The
Queued calls grid lists the calls that are currently in the selected queue. The Abandoned calls grid lists
abandoned calls.The calls are listed in order of priority, and the columns cannot be sorted. You can configure
the column headings and specify which columns are displayed.
The following list provides descriptions of the column headings available in the Queued calls grid:
• Position (#) displays the answer position relative to other calls in the queue
• Caller Number is the originating phone number of the call
• Caller Name is the name associated with the phone number (if available)
• Priority is the priority of the call in the queue (the lower the number, the higher the priority)
• Time Offered to Queue is the time the call entered the current queue
• Time in Queue is the call's total time in the current queue
• Time Offered to System is the time the call first entered the system
• Time in System is the call's total time in the system
• Queue Hops is the number of times a call has changed queues
• Call ID is a unique identification number that is assigned to the call by the telephone system
• DNIS Number displays the DNIS identification number associated with the digits dialed by the
customer, as configured in Contact Center Management
• DNIS Name displays the name you have configured in Contact Center Management for the
associated DNIS number
• Collected Digits displays the customer-entered digits provided by Intelligent Queue. Collected digits
requires Intelligent Queue and Collect Caller-entered Digits or Verified Collected Digits and,
optionally, Remote Database Verification or CTI Developer Toolkit
• Collected Information displays the single or series of collected results provided by Intelligent Queue.
Collected information requires Intelligent Queue and Verified Collected Digits and, optionally, Remote
Database Verification or CTI Developer Toolkit
The following list provides descriptions of the column headings available in the Abandoned calls grid:
• Caller Number is the originating phone number of the call
• Caller Name is the name associated with the phone number (if available)
• Time Abandoned is the time at which the caller abandoned the queue
• Time Since Abandoned is the elapsed time since the caller abandoned the queue
• Last Callback Employee is the employee name and employee ID associated with the most recent
callback attempt
• Last Callback Time is the time at which the most recent callback was attempted
• Time Since Last Callback is the elapsed time since the most recent callback attempt
• Time Offered to Queue is the time the call entered the queue
• Time in Queue is the call's total time in the queue
• Time Offered to System is the time the call first entered the system
• Time in System is the call's total time in the system
• Queue Hops is the number of times a call has changed queues
• Call ID is a unique identification number that is assigned to the call by the telephone system
• DNIS Number displays the DNIS identification number associated with the digits dialed by the
customer, as configured in Contact Center Management
• DNIS Name displays the name you have configured in Contact Center Management for the
associated DNIS number
• Collected Digits displays the customer-entered digits provided by Intelligent Queue. Collected digits
requires Intelligent Queue and Collect Caller-entered Digits or Verified Collected Digits and,
optionally, Remote Database Verification or CTI Developer Toolkit
• Collected Information displays the single or series of collected results provided by Intelligent Queue.
Collected information requires Intelligent Queue and Verified Collected Digits and, optionally, Remote
Database Verification or CTI Developer Toolkit