Overview
The Virtual-Call Contact Center provides a unified workspace for managing inbound call queues, monitoring agent performance, and tracking key metrics — all integrated into the Virtual-Call UC Client (Web and Desktop). It consists of two main dashboards: the Wallboard for real-time KPIs and the Queue Panel for live call management. Queue managers (supervisors) and agents each have role-specific access to these tools.
This article covers the Contact Center Console setup, roles, permissions, reports, and notifications. For queue creation and configuration, see Manage Queues.
Prerequisites
- Administrator access to the Virtual-Call Cloud PBX admin portal.
- At least one queue configured with agents assigned (see Manage Queues).
- Virtual-Call UC Client (Web Client or Desktop Client) installed for supervisors and agents.
Roles and Responsibilities
The Contact Center uses two distinct roles:
| Role | Description |
|---|---|
| Queue Manager (Supervisor) | Monitors queue performance via Wallboard and Queue Panel. Can manage agent status, monitor calls (listen, whisper, barge in), view reports, and receive notifications. A queue manager does not need to be a queue agent. |
| Agent | Handles incoming queue calls. Can view their own statistics, manage their availability status (login, logout, pause, unpause), and access the Queue Panel for call handling. Agents work through the Virtual-Call UC Client on Web, Desktop, or Mobile. |
Set Up Queue Managers
- Log in to the Virtual-Call Cloud PBX admin portal.
- Navigate to Call Features > Queue and edit the desired queue.
- Click the Members tab.
- In the Queue Managers section, move the desired extensions from the Available box to the Selected box.
- Click Save and Apply.
Grant Contact Center Permissions
Permissions for the Wallboard and Queue Panel are configured per queue. Navigate to Call Features > Queue, edit the queue, and click the Queue Panel Permissions tab.
| Permission | Manager | Agent |
|---|---|---|
| Access Wallboard | Yes | Yes (if granted) |
| Access Queue Panel | Yes | Yes (if granted) |
| Switch agents' status | Yes | No |
| Call distribution (redirect, transfer, drag & drop) | Yes | Yes |
| Pick up or hang up agents' calls | Yes | Yes |
| Call monitoring (listen, whisper, barge in) | Yes | No |
| Call parking | Yes | Yes |
| Switch agent's recording status | Yes | No |
| Show company contacts matching results | Yes | Yes |
| Queue missed call logs | Yes | No |
| Queue call logs (all calls) | No | Yes |
Wallboard
The Wallboard displays real-time and historical queue metrics, providing supervisors and authorized agents with an at-a-glance view of contact center performance. It is accessible from the Virtual-Call UC Client (Web and Desktop).
Wallboard Views
| View | Description |
|---|---|
| Queue Call Metrics | Aggregated data of all queues and individual queue metrics: call volumes, response rates, service level, and more. Can be displayed on a dedicated screen or TV for team visibility. |
| Queue Performance List | Key performance metrics in list format, making it easy to compare multiple queues side by side. |
| Agent Status List | Tracks agents' presence status, login/logout status, and call statistics in an organized list view. |
Wallboard data can be filtered by daily, weekly, or monthly periods. Supervisors can display the wallboard for each queue independently and customize widgets to focus on the metrics that matter most.
Queue Panel
The Queue Panel provides a real-time, switchboard-style interface for managing active queue calls and monitoring agent activity. Both supervisors and agents can use it, with permissions determining available actions.
Queue Panel Capabilities
| Category | Actions |
|---|---|
| Call Statistics | View call statistics per queue and per agent in real time. |
| Agent Status | Login, logout, pause, and unpause agents (supervisor only). |
| Call Distribution | Redirect incoming calls, transfer calls, drag and drop calls between agents. |
| Call Connection | Pick up ringing calls, hang up calls. |
| Call Parking | Park and retrieve calls. |
| Call Recording | Monitor and switch recording status (supervisor only). |
| Call Monitoring | Listen to a call, whisper to an agent, or barge into a call (supervisor only). |
| Missed Call Management | Track processing status of missed or abandoned queue calls: not dealt, dealing, or dealt. |
Agent Operations
Agents handle queue calls through the Virtual-Call UC Client. The following operations are available depending on the platform:
Web and Desktop Client
- Status Management: Log in/out of queues, pause/unpause service. Agents can also configure automatic status switching based on their extension presence status.
- Queue Panel: View queue statistics, manage calls (redirect, transfer, pick up, park), and track missed call processing status.
- Queue Call Logs: View and manage call logs for queues they belong to (if permitted by the administrator).
Mobile Client
- Status Management: Log in/out of queues, pause/unpause service directly from the mobile app.
- Call Handling: Answer and manage queue calls on the go.
- Queue Call Logs: View queue call logs from the mobile client.
Status Management via Feature Code or IP Phone
Agents can also manage their queue status by dialing feature codes or using function keys on their IP phone, without needing to open the UC Client. The administrator must enable this option in the queue settings.
Queue Notifications
The system can send automatic email notifications to queue managers. Configure notifications under Call Features > Queue > edit the queue > Members tab.
| Notification | Description |
|---|---|
| Queue call missed | Email when a queue call is missed. |
| Queue call abandoned | Email when a caller hangs up while waiting. |
| SLA below alarm threshold | Email when the service level agreement drops below the configured threshold. |
| Callback request made | Email when a caller requests a callback. |
| Callback failed | Email when a callback attempt fails. |
Prerequisite: Queue managers must have a valid email address assigned to their extension, and the system email must be configured.
Contact Center Reports
The system provides predefined reports for analyzing contact center performance. Reports are generated as graphs and charts and can be viewed on demand or scheduled for regular delivery. Navigate to Reports > Contact Center Reports to access them.
Queue Performance Reports
| Report | Description |
|---|---|
| Queue AVG Waiting & Talking Time | Average waiting and talking times per queue over a selected period. |
| Queue Performance | Overall queue performance metrics including answered, missed, and abandoned calls. |
| Queue Performance Activity | Detailed queue activity breakdown over time intervals. |
| Queue Callback Summary | Summary of callback requests, successes, and failures per queue. |
| Queue Callback Activity | Detailed callback activity log over time. |
| Satisfaction Survey | Aggregated customer satisfaction scores per queue. |
| Satisfaction Survey Details | Individual satisfaction survey responses with timestamps and agent details. |
Agent Performance Reports
| Report | Description |
|---|---|
| Agent Login Activity | Login and logout times for dynamic agents. |
| Agent Pause Activity | Pause and unpause events with reasons (if configured). |
| Agent Missed Call Activity | Missed queue calls per agent with timestamps. |
| Agent Performance | Comprehensive agent metrics: calls answered, talk time, hold time, wrap-up time. |
| Agent Call Summary | Summary of inbound and outbound call volumes per agent. |
Example: Setting Up a Contact Center
Scenario: A company wants to establish a contact center with a support queue, a supervisor who monitors all activity, and five agents.
- Create the queue: Set up a support queue with agents and ring strategy (see Manage Queues).
- Assign a supervisor: Go to the queue's Members tab and add the team lead as Queue Manager.
- Configure notifications: On the same tab, enable email notifications for missed calls, abandoned calls, and SLA threshold alerts.
- Set permissions: On the Queue Panel Permissions tab, grant the supervisor full access (Wallboard, Queue Panel, call monitoring). Grant agents access to Queue Panel with call distribution and parking permissions.
- Configure SLA: On the queue's Preferences tab, set SLA Time to 30 seconds and Alarm Threshold to 80%.
- Monitor: The supervisor opens the Wallboard in the UC Client to track real-time performance. When intervention is needed, they switch to the Queue Panel to redirect calls, change agent status, or barge into a call.
Troubleshooting
| Symptom | Possible Cause | Solution |
|---|---|---|
| Supervisor cannot see the Wallboard | The extension is not assigned as queue manager, or Wallboard permission is not granted. | Add the extension as queue manager under Members tab, and verify Access Wallboard is enabled under Queue Panel Permissions. |
| Agent cannot access Queue Panel | Queue Panel permission not granted for agents. | Enable Access Queue Panel in the Queue Panel Permissions tab for agents. |
| Call monitoring options (Listen, Whisper, Barge In) are not available | These permissions are only available for queue managers, not agents. | Ensure the user is assigned as queue manager and has Call monitoring operations permission enabled. |
| Queue manager does not receive notification emails | No email address assigned to the manager's extension, or system email not configured. | Assign a valid email to the manager's extension and verify system email settings under System > Email. |
| Reports show no data | No calls have been processed in the selected time range, or the queue has no activity yet. | Verify the date range and ensure the queue has been active. Reports are generated from call activity data. |
| Agent status not syncing with UC Client | Automatic status switching based on extension presence may not be configured. | Enable Automatically Switch Agent Status Based on Extension Presence in the agent's UC Client settings. |
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