Clearspan® Product Overview R19
Aastra – 2740-007
2014 Clearspan® is a Registered Trademark of Aastra Technologies Ltd.
Page 66 of 93
Reorder Calls
– The supervisor has the ability to reorder existing calls in a queue. Calls
toward the end of the queue can be moved to the front of the queue and vice versa. The
supervisor can make a decision to move important calls, based upon selective criteria, to
the front of the queue so that these calls are serviced with a higher priority.
Monitor Next Call
– The supervisor can monitor the next call received by a call center or
a particular DNIS in a call center.
One area where the clients for Agents and Supervisor differ is in the Dashboard Pane. Unlike the
window for Agent users, where the Dashboard is a pane within the main window, Supervisors can
access the Supervisor Dashboard window through a link provided at the top right of the Logo Pane
of the main window.
Figure 39.
Supervisor’s Dashboard Window.
The supervisor
Dashboard
is divided into two parts with queue information in the top half and agent
information in the bottom half. The information is updated at a configurable refresh rate. The
default is 5 seconds.
Queue Information
–
The Supervisor
Dashboard
displays each call center queue on a
separate line and provides the following information about each queue:
o
Name
– This is the name of the call center.
o
Status (Premium call centers)
– This identifies the service mode in which the
call center is currently operating, which can be one of the following: Night Service,
Night Service Override, Holiday Service, Forced Forwarding, and None.
o
Calls in Queue
– The number of queued calls expressed as a ratio of the total
queue capacity for that call center. For example, “6/10” means that there are six
calls in the queue, which can queue a maximum of ten calls.
o
Long Waiting Call
– This is the waiting time of the call that has been in the
queue the longest.
o
EWT (Expected Waiting Time)
– The expected waiting time of calls in the
queue.
o
AHT (Average Handle Time)
– The average handling time for calls in the queue.
o
ASA (Average Speed of Answer)
– The average amount of time a caller spends
in the queue before the call is offered to an agent.
