The Call Center Console App in Boomea allows you to monitor, in real time, the operations of your call center. This feature must be enabled by your verified VoIP integrator or you will not see the call center console icon on the left-hand side of Boomea.
- Using the drop down, select the queues you wish to view. Don’t worry, you can view more than one queue at a time!
- Once the queue(s) load, you’ll see the name of the queue and the real time queue statistics in the header. The statistics will auto-update as calls enter and leave the queue.
- You’ll see each logged-in agent and their respective status
- Green edges indicate the agent is idle/available to receive calls
- Yellow edges indicate the agent is receiving a queue call and is currently ringing. You will also see the caller’s name and number displayed
- Red edges indicate the agent is unavailable to receive calls. This could be because they are currently on a call, have set their status to ‘away’, or are in wrap-up time.
- When an agent is on a queue-call, you can see the caller’s name and number, and the duration of the call. Their status will be ‘On-A-Call’.
- When an agent is away, their status will be ‘Away’.
- When an agent is in wrap-up time, their status will be ‘Wrap-Up’.
- Clicking on an agent will flip the agent over and display their personal queue statistics. Clicking the statistics will flip the agent back over to reveal their status.
- Clicking the INACTIVE AGENTS will flip over the area where the active agents are listed to show you agents who are not currently logged into the queue. Clicking ACTIVE AGENTS will then flip the area back over and display the agents who are logged into the queue.