Unity - Call Center List

The call center list provides statistics on call centers assigned to you, whether you're an agent or a supervisor.  NOTE: Basic call centers will not show up on this list.
 

Configuring Call Centers

To view the call centers you need to add the call center password to your Unity client. Nextiva support can configure your account and Unity service to skip this step.  NOTE: This will require all call centers on the account to have the same password for 3rd party access.
 

1. Click Settings.
    
2. At the top of the window, select the Settings tab.
   
   
    
3. Scroll down to Call Centers under the Authentication section.
   
   
    
4. If all the call centers have a single password, enter it in the default password field.
   
   
    
5. If each call center has its own password, each call center will have to have its password set.
    
   1. Double-click on the call center.
       
   2. Enter the password for that call center.
      
      
       
   3. Click OK.
      
      
       
   4. Repeat steps for each call center.
       
6. Click OK.
    

Customizing Statistics

Customize all statistics displayed under the Personal Wallboard and the Agent Activity tab. For example, a Supervisor may only want the total number of Calls In Queue, the Average Wait Time, Average Talk Time, and Total Calls displayed under the Overall Queue Statistics, and only the Total Talk Time, Total Staffed Time, and current ACD State displayed under the Agent Activity tab.

To Add a New Statistic:

1. Open Settings.
   
   
2. Select the Services tab.
   
   
3. Expand the Call Center section.
   
   
4. Expand the Statistics section.
   
   
5. Select Columns.
   
   
   
   
6. Select the tab to modify values:
   
   
   1. Agent Columns - Your personal statistics for the day.
      
      
   2. Call Center Columns - Call center statistics for the day.
      
      
   3. Agent Activity - Statistics for supervised agents (visible only in Supervisor)
7. Click the Plus (+) icon at the bottom right-hand corner of the window.
   
   
8. Select the new statistic from the drop-down menu.
   
   
9. In the Column heading field, you can enter a new name for the column if you don't like the system name.
   
   
10. Re-order the column by using the blue up and down arrows.
    
    
11. Click OK.

To Remove a Statistic:

1. Open Settings.
   
   
2. Select the Services tab.
   
   
3. Expand the Call Center section.
   
   
4. Expand the Statistics section.
   
   
5. Select Columns.
   
   
   
   
6. Select the tab to modify values:
   
   
   1. Agent Columns - Your personal statistics for the day.
      
      
   2. Call Center Columns - Call center statistics for the day.
      
      
   3. Agent Activity - Statistics for supervised agents (visible only in Supervisor)
      
      
7. Select the statistic to remove.
   
   
8. Click the Minus (-) icon at the bottom right-hand corner of the window.
   
   
9. In the confirmation window, click OK.
   
   
10. Click OK to save and close the settings window.
    
    

Reading the Queue Statistics

The call queue statistics are broken up into two sections:  

• My Statistics - indicates your specific call data for that queue for the day.
• Overal Queue Statistics — lists the data for the entire queue for the day.
  
  

My Statistics:

• Total Calls: Total number of calls taken from each queue.
   
• Answered calls: Total number of answered calls from each queue.
   
• Missed calls: Total number of missed calls from each queue.
   
• Total Talk Time: Total amount of talk time from each queue.
   
• Average Talk Time: Total talk time averaged from all calls from each queue.
   

Overall Queue Statistics:

• Total Calls: Total number of calls taken from each queue for you.
   
• Calls Answered: Total number of answered calls from each queue for all agents.
   
• Total Missed calls: Total number of missed calls from each queue for all agents.
   
• Calls in Queue: Number of calls waiting in each queue.
   
• Longest Wait Time: The longest time a caller has waited for someone to pick up their call from each queue.
  NOTE: Longest wait time is not the call queue's highest time waited for a caller to get answered. The longest wait is the currently queued caller's longest wait time, which always updates to the next longest caller's wait time.
   
• Average Wait Time: The average amount of time it takes for a caller to get answered by each queue.
   
• Average Talk Time: Talk time averaged from all calls from each queue.
   

Right-click menu

Right-clicking in the queue area brings up a menu of options:
 

• Call Queue: Dial out to the specified queue.
   
• Leave Queue: When the queue has the setting to allow agents to join call centers enabled, you can leave or join the queue.
  NOTE: You must be assigned to the queue as an agent in the Nextiva Dashboard to leave or join a queue.
   
• Remove from personal wallboard: Remove the selected queue from your wallboard.
   
• Refresh Statistics: Update your statistics for the queue immediately, instead of using the auto-refresh timer in the settings.
   
• Supervisors: Display the supervisors assigned to the selected queue and gives you the option to Call or Instant Message.
   
• Show Grid Lines: Adds or remove the grid lines in your window view.