Supervisor monitoring
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. 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: 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: 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. Monitoring CSR work
Column Description CSR occupancy Occupancy percentage of the CSR with a color-coded indicator. CSRs The name of the CSR. Status The availability of the CSR - Available, Unavailable, or
Offline. Associated queues The number of queues that the CSR can join, based on their
skills. Joined queues The number of queues that the CSR has currently joined. Total capacity The 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
Column Description Occupancy The percentage of the queue occupancy. The values are color-coded
based on occupancy percentage. Queues The name of the queue. Current wait time The estimated wait time in minutes to assign a new escalation for the
queue to a CSR. Queued conversations The total number of conversations that are escalated to the queue
that are not yet assigned to a CSR. Active conversation The total number of ongoing conversations assigned to CSRs in the
queue that are unresolved. Active CSRs The total number of CSRs who are logged in to the queue. CSRs available to join The total number of available CSRs who are qualified and have the
occupancy percentage to join the queue. Managing queues and CSR work
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