January 30th Update
-> Queues -> Live -> Standard
Calls In Queue Widget
• Two new columns added
1. As Caller — shows how many times the caller called today
2. As Recipient — shows how any times the recipient has been called from the company today.
• A new column added for easy drill—down (first column in the grid)
-> Clicking on the cell number will drill down this number and shows a popup window with all calls.
Available Agents in Queue
1. Talking — shows number of speaking agents from the given queue
2.Logged Out — number of logged out agents for the given queue.
• Added a drill—down clicking on the numbers — opens a popup window with agents in specific group
Queues -> Details
• A new view added - Queue Agent
Queues -> Overview
• Modified the Standard view
• Added two additional views — Basic and Service Level views
New Functionality
• Added a new column as a first one on every grid in the application where there is at least one drill— down column.
-> Clicking on the icon in this column will show a pop—up context menu with all available drill— downs for the given row.
• Added a new column as second one on every drill—down grid.
-> Clicking on the icon will show a new pop—up window with graphical visualization of all the segments of the given call.
• Added a clickable pop—up element on every grid
-> For more options (three vertical points) or
-> For Fan instant search in the grid (magnifier)
The element is positioned on the top right corner of the grid area.
Depending which grid is selected more options are available including:
- • Export to Excel
- • Export to PDF
- • Choose Columns
- • Filter & Sort
- • Fit columns to content of the grid
- • Fit columns to the visible are of the grid
• Added a multiple views option under one dashboard.