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Supervisor monitoring

Updated on January 29, 2021

To better manage the assignments of Customer Service Representatives (CSRs)across queues and reduce customer waiting times, contact center managers can use the Queue monitor and CSR monitor in the interaction portal. The Queue monitor shows the activity levels of each queue, with all relevant details. The Queue monitor organizes the queues in descending order of activity and allows you to add or remove CSRs from the queue, based on their occupancy. The CSR monitor also provides a detailed view of the workload of each CSR reporting to you.

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Monitoring CSR work

The CSR monitor gives managers a detailed view of the current workload of their Customer Service Representatives (CSRs). Pega Customer Service calculates the occupancy percentage of a CSR based on their maximum concurrent conversations and the current active conversation that they are handling.

The CSR monitor displays the details for each CSR, as shown in the following table:

CSR occupancyOccupancy percentage of the CSR with a color-coded indicator.
  • Red - The occupancy status of the CSR is greater than or equal to 80%.
  • Orange - The occupancy status of the CSR is between 60% and 80%.
  • Green - The occupancy status of the CSR is less than 60%.
CSRsThe name of the CSR.
StatusThe availability of the CSR - Available, Unavailable, or Offline.
Associated queuesThe number of queues that the CSR can join, based on their skills.
Joined queuesThe number of queues that the CSR has currently joined.
Total capacityThe maximum concurrency rate of the CSR, which is the total number of active conversations that the CSR can join at any given time.

Monitoring queues

Using the Queue monitor, managers can determine when to add a Customer Service Representative (CSR) to a queue based on the level of activity in each queue and the availability of qualified CSRs.

The Queue monitor helps managers identify the level of activity in each queue by displaying the most highly-occupied queues at the top of the list. Each queue is color-coded based on its occupancy percentage.

The following table describes the details displayed in the Queue monitor:

OccupancyThe percentage of the queue occupancy. The values are color-coded based on occupancy percentage.
  • Red - Queue occupancy is equal to or greater than 80%.
  • Orange - Queue occupancy is between 60% and 80%.
  • Green - Queue occupancy is less than 60%.
QueuesThe name of the queue.
Current wait timeThe estimated wait time in minutes to assign a new escalation for the queue to a CSR.
Queued conversationsThe total number of conversations that are escalated to the queue that are not yet assigned to a CSR.
Active conversationThe total number of ongoing conversations assigned to CSRs in the queue that are unresolved.
Active CSRsThe total number of CSRs who are logged in to the queue.
CSRs available to joinThe total number of available CSRs who are qualified and have the occupancy percentage to join the queue.

Managing queues and CSR work

Contact center managers can use the Queue monitor to add Customer Service Representatives (CSRs) to busy queues, to balance the workload in the queues. For example, if the Technical queue in the contact center is experiencing high traffic with a limited number of CSRs handling the incoming conversations, the manager can address this situation by adding more qualified CSRs to the queue.

  1. Log in to the Interaction portal as a manager.
  2. In the left navigation pane, click Manager Tools.
  3. In the Queue monitor section, to manage add more CSRs to a queue, click the Manage CSRs button for that queue.
  4. To add a CSR, in the CSRs who can join the queue section, click Add.
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  6. Optional: To add more CSRs to the queue to balance the workload among the CSRs, repeat step 3.

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