The Fuze Supervisor Console gives you the ability to monitor the calls, agents, wait time, and service level agreement compliance for all of your call queues. You have the ability to view queue-specific information, including the calls waiting, call statistics, service levels, and interact with the agents for that queue.
In order to view queue information, you must have a Supervisor license and be added as a Supervisor to the Queue by your System administrator. System administrators create call queues in the Fuze Portal. For more information on creating call queues, see Call Flow Manager: Queues on the Fuze Community.
Monitor all of your call queues from one dashboard
The Manage Queues screen provides an overview of the queues assigned to an administrator. Use Manage Queues to view a summary of queue service level compliance as well as calls, agents, and wait time statistics for each queue for the current day.
For more information, see Manage Queues screen.
Detailed information about each call queue
The Queue details screen provides call and agent information for the queue for the current day. Use the Queue details screen to monitor waiting calls, total calls for the day, and individual queue agent call information and agent actions.
For more information, see Queue details screen.