Monitoring
Updated at March 7th, 2025
Table of Contents
On the first menu item, Monitoring, you will find real-time information about the queues (Router information). The data is divided into three sections:
- The top section displays queued interactions, known as the Router monitor.
- The middle section provides Agent details, referred to as Agent monitor.
- The bottom section presents Queue statistics, also called Router performance.
Access & Permissions:
- This information is only visible to Supervisors with the ‘Monitoring Allowed’ permission.
- A Supervisor can only monitor the Routers and Agents assigned to them in the Administrator application. However, with the ‘System Access’ permission, all Routers and Agents are visible.
Additional Features:
- At the top, there are several display options for Monitoring.
- You can also quickly check if Adhoc messages are activated.
Each section of the monitor screen can be minimised or resized as required.
Data columns can be rearranged by clicking and dragging them and filtered using the arrows.
Note: that any changes made to the supervisor screen are only saved in the browsers cache. Clearning the cache or browsing via an InPrivate/Incognito browser will display the default column layout.
Router Monitor
The top section displays real-time information about interactions currently queued in the assigned Routers, along with their status. Once an interaction is routed to an Agent or leaves the UCS system, it will no longer be visible here.
Clicking the drop down arrow next to the Queue will display a list of filters.
| ID | When identified, the name of the initiator is displayed; |
| Router | Name of the Router; |
| Arrival | Time of arrival of the interaction in the Router; |
| Medium | Type of interaction: VoiceCall, Webchat, Email, Text; |
| Skills | Shows the required Skill for this interaction; |
| Priority | The priority of the interaction (1=high, 3=normal, 4=low, 0=idle); |
| Waiting Time | Waiting time in the queue of the interaction; |
| Status |
Status of the interaction: Queued: Waiting for an Agent; Routing: Ringing at the extension ready to route the interaction; Suspended: The system is Agent’s playing an announcement to the caller; |
| Agent | During assigning and routing the interaction, the name of the Agent is displayed; |
| Recording | Indicates if the call is recorded. |
| Subject | In case of text related interaction. |
When an interaction is in the queue, a supervisor can click the 3 dots and:
- change the priority
- transfer the call
- end the call
- A red-marked interaction indicates an emergency urgency placed in the Router.
- A red or yellow exclamation mark (!) is triggered based on the Threshold settings in the Administrator Application.
- The Administrator Application also allows enabling an Attention Alarm, which alerts Agents using the Web Client.
- Routers can be configured to record all calls, with an additional option to let callers accept or decline the recording.
Agent Performance
The middle section displays information about Agents who are members of the Groups assigned to the Routers in the bottom section.
- When multiple Routers are selected, only active members of the related Agent Groups are shown. Logged-out Agents appear greyed out. To view only logged-in Agents, use the "Hide logged-off agents" option.
- When selecting a single Router (either from the Router Performance section below or via the Router Filter), all Agents associated with that Router are displayed, regardless of their actual group membership.
Agent monitoring options when selecting the 3 dots:
- To call the Agent
- Send a message to the Agent
- Start a chat with the Agent; The focus will be changed to the menu item Chat
- Assist an Agent by listening in on a call. Check out our guide for more information on Assisting an Agent.
- Switch the status of the Agent
- Edit the profile of the Agent.
- Resources - Agents for details
The agent monitoring also shows the following information in different columns:
| Name | Name of the Agent as displayed in views and reports |
| Status | Current status (icon and text) of the Agent. The status can, via the Administrator Application, be derived from Microsoft Teams. |
| Until | Time / date info entered in the Status Message |
| Message | Status Message |
| Device | Which device is currently used by the Agent |
| Device status | Shows current status of the device |
| Connected with | Display information of the caller |
| Router | Shows the Router that routes the interaction |
| Medium | Shows the type of medium connected with (voicecall, email, webchat, text) |
| Skills | Shows the required Skill for this interaction |
| Recording | Indicating a recording session |
| Answered | Number of routed answered calls for today |
| Missed | Number of routed missed calls for today |
| Group | Shows which Group(s) the Agent is member of |
| Client | Shows the type of Client the Agent is logged on to |
| Duration | Duration of the current status |
| Feedback | Average Score for the Agent, based on the Interviews held |
- A server setting determines whether a recording is ended or not, after transferring the routed call to a third party.
- The Feedback score is based on all Interviews that are held for all types of interactions that were handled by the Agent. Interview is a licensed feature.
Router Performance
In the lower section of Monitoring, the statistics for each Router assigned to the Supervisor are presented in a table. The data is continuously updated in real time.
Click the 3 dots against each router to send a message to the agents of the Router or to edit the settings.
The router monitoring also shows the following information in different columns:
| Name | Router Name |
| Medium |
Type of Router (Voice, Email, Webchat, Text) In case of multiple media types in one Router: each media type is shown in a separate row. |
| Active Agents | Number of active Agents (Logged-on, available for routed calls and active for the Router) actual |
| Queue length | Number of interactions in the queue actual |
| Max. waiting | The longest waiting time when interactions are queued |
| AQL (Average Queue Length) | Average Queue Length, calculated from the last 10 interactions of the same type |
| AWT (Average Waiting Time) | Average Waiting Time, calculated from the last 10 interactions of the same type |
| Max waiting today | Maximum waiting time of today |
| Calls Today | Number of interactions today |
| Abandoned | Number of abandoned calls of today (caller hangs up) |
| Callback | Shows the number of callback requests |
| Answered | Number of answered interactions of today |
| SL Day | Service Level of today |
| SL Actual | Service level of last 5 interactions |
| LCQ Day (LostCallQuote) | Percentage abandoned calls, abandoned with a predefined time limit (LostCallTime); Calculation based on last 10 calls |
| LCQ Actual (LostCallQuote) | Percentage abandoned calls, abandoned with a predefined time limit (LostCallTime); Calculation based on calls of the whole day |
| FCR Day (FirstCallResolution) |
Percentage calls that is answered and handled without transferring to someone else or without requeuing the call; Calculation based on calls of the whole day |
| FCR Actual (FirstCallResolution) |
Percentage calls that is answered and handled without transferring to someone else or without requeuing the call; Calculation based on last 10 calls |
| ACD (Average Call Duration) | Average Call Duration of today |
| Feedback | Average Score for the Interviews held for this Router. |
- By default, the service level is displayed as a whole number without decimals. However, a server setting allows it to be shown with one decimal place.
- Clicking on a Router automatically updates the Agent Performance area to display only the Agents assigned to that Router, regardless of their membership in related Agent Groups. Clicking the same Router again restores the view to include all selected Routers.
- The number of calls today includes manually requeued interactions and callback requests.
- Callback request data (numbers, durations, service level) can be excluded from Router statistics and the WebWallBoard via a server setting. However, these details are still included in reports.
- The Routers option allows displaying the totals for all assigned Routers or only the selected Routers. These totals are marked with an * in the "Name" column.
