Interactive Visual Queue monitor
The Interactive Visual Queue monitor enables supervisors to monitor and control traffic in contact center queues. The Interactive Visual Queue monitor is described in detail in "Interacting with customer interactions to improve service levels".
Interactive Visual Queue works in conjunction with Contact Center Client. Before you use Interactive Visual Queue, ensure your configuration in YourSite Explorer mirrors that of your telephone system.
Interactive Visual Queue works in conjunction with Contact Center Client.
In order to use Interactive Visual Queue, you must enable all HCI options on Class of Service Assignment form 1 (COS 1).
Configuring options in YourSite Explorer
In YourSite Explorer, for each queue you want to monitor, you must configure the priority level and the method for handling interflowed contacts.
If the telephone system settings and Interactive Visual Queue settings do not match, Interactive Visual Queue will not display the correct voice contact activity. For example, if Queue 1 is set to a priority of 10 on the telephone system and a priority of 20 in YourSite Configuration, Interactive Visual Queue will display voice contacts in Queue 1 as priority 20. However, the actual queue will handle the voice contacts as priority 10.