Overview of Real Time

Real Time is the main interface that a call center supervisor uses. The supervisor can perform the following tasks:

  • Monitor and manage calls, queues, service levels
  • Set queue thresholds that flag potential issues with a queue—not enough agents, calls taking too long, too many calls
  • Log agents in to the VCC Admin Portal
  • Change agents' states

Real Time user interface is split into three areas: desktop, sidebar and toolbar.

Desktop

The desktop is the main area where you display your agents, groups and queues. For information on organizing the desktop, see Organizing the Real Time desktop.

Sidebar

In the sidebar you can see which agents, groups and queues are present on the desktop. You can use the sidebar to add and remove agent, group, and queue windows to and from the desktop, and search the items.

Click the agent, group, or queue tab to change the contents of the sidebar. Click the active tab to minimize the sidebar.

Toolbar

The toolbar includes five sections: manage, select view, alerts, queue history start, and messages.

The manage section contains buttons that open the three management windows for queues, views and settings. For information on managing queues, see Using Real Time.

The select view section contains a list of available views. For information on creating a view, see Using Real Time views.

The alerts section contains two buttons: show, which opens and closes the Alerts box, and alert, which shows the current alert level. For information on viewing alerts, see Viewing Real Time alerts.

The queue history start section contains two lists that contain the time from which to display the queue statistics from. For information on setting the queue history start time, see Setting queue history start time.

If enabled for your account, the call monitoring section enables you to monitor calls while in progress. For information on monitoring calls, see Supervising a call.

The messages section is no longer used.