Supervisor monitoring using Manager tools
To better manage customer service representatives (CSRs) across queues and reduce
customer waiting times, contact center managers can use the Queue monitor and the CSR
monitor in the Interaction Portal's Manager Tools section. The Queue monitor shows the
activity levels of each queue, with all relevant details. The Queue monitor allows you to
add/remove CSRs to/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 Manager Tools section also
provides an option to monitor messaging system health. To view details about the system, click Manager Tools in the
navigation pane of the Interaction Portal. The Manager Tools
section provides the following options: 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 has a
color code that describes its occupancy percentage. The Occupancy is the percentage of
queue occupancy, deduced using the following formula: For example, consider two CSRs, CSR1 and CSR 2, who are conversing with customers in the
"Billing" queue. The following table illustrates the queue occupancy of the "Billing"
queue: 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 queue's workload. For example, consider
that the contact center's Technical queue is experiencing high traffic with a limited number
of CSRs handling the incoming conversations. In that case, the manager can address this
situation by adding more qualified CSRs to the queue. Similarly, the manager can free CSRs
by removing them from the queue if the CSR has more load or the CSR is unqualified for a
specific skill 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 the maximum concurrent conversations (Total capacity) and the
currently active conversation that they are handling. The CSR monitor displays the details for each CSR, as shown in the following table: The number of skill-based queues that associate with a CSR. The CSR can view associated queues by clicking the message icon on
the Interaction Portal header and then clicking Manage
queues. Under the Queues
section, the system displays a list of associated queues for that
CSR. The CSR can choose to join any queue from the displayed queues
under that section. For example, suppose the system displays three queues- Billing,
General, and Technical, for a specific CSR under the Queues section.
In that case, the CSR can choose to join Billing and Technical
queues only. Under To
configure the total capacity/maximum concurrency at the operator
level, perform the following steps: The contact center provides you with the operational status of chat and messaging
operations, confirming that the system appropriately routes the incoming work to agents
during business hours. The Messaging system health icon in the
Interaction Portal's header, which updates every five minutes, reflects high-level system
health. The system displays the status of the Messaging system health icon
as follows: To view the detailed messaging system health, in the navigation pane of the Interaction
Portal, click Manager Tools, and then click the
Messaging system health tab. On the Messaging system health tab, the system displays operational
status of the Interaction summary and the Routing engine
summary along with their details. The Interaction summary records the summary of the incoming chats and messages, such
as the following: The Routing engine summary provides details of queue processors and stream nodes. Monitoring queues
Queue occupancy = (Sum of the active conversations of all CSRs across all
queues / Sum of the max concurrency of all CSRs on a queue) * 100
Queue occupancy of the Billing queue
Max concurrency of a CSR in Billing queue Active conversations of a CSR across all queues CSR 1 3 1 CSR 2 3 1 Sum of the max concurrency of all CSRs on Billing queue
(A) 6 Sum of the active conversations of all CSRs across all queues
(B) 2 Queue occupancy of the Billing queue ( B/A) * 100 = 33% Column Description Occupancy The percentage of 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 from
the queue to a CSR. Queued conversations The total number of conversations in the queue that have no CSRs
assigned yet. Active conversations The total number of ongoing conversations assigned to CSRs in the
queue that are unresolved. The conversation remains active even if the
CSR handling the interaction becomes unavailable. Active CSRs The total number of CSRs currently logged into the queue and are
available. CSRs available to join The total number of available, qualified CSRs having the occupancy
percentage to join the queue. Manage CSRs To add or remove CSRs from a specific queue. CSRs receive
notifications whenever they are added or deleted from a queue. Managing CSRs
Monitoring CSR work
Column Description CSR occupancy Total CSR occupancy across all queues. CSR occupancy percentage is
calculated using the following formula: (Active
conversations/Total capacity) *100
. The system indicates
the percentage of the CSR occupancy with a color-coded indicator. CSRs The name of the CSR. Associated queues Status The system displays the following statuses for CSR availability: Joined queues The number of queues that the CSR has currently joined. Total capacity The maximum conversations that a CSR can handle at any given time.
The system displays the CSR's total capacity in the Interaction Portal
by retrieving the value from the operator concurrency. In case the
operator concurrency is absent, the system displays the value of global
concurrency in the Total capacity field.
To configure the total capacity/maximum concurrency at the global
level, perform the following steps: Messaging system health
Color-code Status Description Green Operational The system is normal and in an operational state. Yellow Concern There is one or more issues with the system. Red Outage There is one or more outages in the system. Interaction summary
Fields Description Channels Displays the type of channel. Total incoming The total incoming interactions over the last business hour. No. of expired The number of expired interactions over the last business hour. The
interaction expires when the CSR neither accepts nor declines it. No. of abandoned The number of abandoned interactions over the last business hour.
An interaction is abandoned when the customer leaves the interaction
before the CSR accepts it. No of declined The number of interactions that CSRs declined over the last
business hour. % of issues The percentage of issues is calculated using the following formula:
(No. of expired + No. of abandoned + No. of expired)/Total
incoming * 100
Color codes for Interaction summary
Color-codes Status Description Green Operational The total percentage of expired, abandoned, and declined incoming
messages over the last business hour is less than but not equal to
10%. Yellow Concern The total percentage of expired, abandoned, and declined incoming
messages over the last business hour is between 10% and 70%. Red Outage The total percentage of expired, abandoned, and declined incoming
messages over the last business hour is greater than 70%. Routing engine summary
Queue Processors
Options Description Name The name of the queue processor. State The state of the queue processors. The default state is
Running when the queue
processor is operational. Throughput The number of messages per minute. Color codes for Queue Processors
Color-codes Status Description Green Operational All services are running. Yellow Concern One of the two routing services reports displays an inactive
or stopped state. Red Outage Both routing services report as stopped. Stream Nodes
Options Description Node ID The identification number of the node in the cluster. State Displays the current state of the stream node. By default,
the system displays the state as "NORMAL" when the stream node
is in the operational state. For more information on different
states of nodes, see Status of decision
management nodes. Address The IP address of the stream node. Color codes for Stream Nodes
Color-codes Status Description Green Operational The statuses of all stream nodes are normal. Yellow Concern Some nodes are in the process of booting up to join the
application for service and are not yet available to handle
message interactions. Red Outage One or more nodes report as failed.
Previous topic Business rule maintenance in the Production environment Next topic Pega Co-Browse