It is not uncommon to have uneven traffic across your service queues throughout the day. To stay ahead of the peaks and valleys of incoming traffic, supervisors need to monitor and understand the demand in real-time to be able to reallocate agents to the busiest service queues that need attention. To make this easier, the queue manager offers color-coded queue occupancy indicators that prioritize the busiest queues. Supervisors can focus on the high demand queues by drilling into these individually and rerouting agents based not only on their availability but also on their skill level to most efficiently address the variable traffic with the best agents for the work.
Supervisors can also monitor service queues from the agent perspective. They have insight into which agents are associated with which queues as well as their status—available, unavailable or offline. By seeing all the agents in a real-time view with color-coded occupancy indicators, it is clear who is busiest and how to best reallocate agents. Supervisors can drill down further into each individual agent’s detailed activities, see their skills and their cross-queue activities. Supervisors also can monitor agent conversations across messaging channels, and if necessary, lend a hand to get to a resolution faster.
For more information, see the "Monitoring the queue occupancy" chapter of the Pega Customer Service Release Notes on the Pega Customer Service product page.