The ConnectUC Call Center Tab allows Call Center Agents to manage and log in to call queues and view call queue statistics, such as active calls, call history, and many others.  

The Call Center tab on the left side menu includes an always-active status indicator whereby ‘green’ indicates the agent is available and logged into a Call Center Queue, and ‘red’ indicates the user is offline (including meetings, breaks, and lunches). 

 

Logging in to a Call Center Queue 


To log in to a Call Queue, simply toggle the “Logged Out” switch under the ‘Status’ section within the ‘Call Queue’ menu. 


Call Center Settings and Preferences 


To confirm or change an agent’s login method (for users with multiple extensions), click the settings option found at the top-right corner of the screen. Agents may also manage your Call Center “dashboard” view from these settings to either show or hide elements like Call History and Call Center Agent Stats.  



Note: To reset the Console Windows to default settings, click the ‘Reset’ button. 


Call Center Agents may change their queue status by clicking the colored status bar found at the top right corner of the screen. Once selected, agents may go online, or they may enter offline status, which includes a variety of “reason codes” such as Lunch, Break, Meeting, Etc.  

 

Agents may also toggle the ‘Take Single Call’ option whereby the agent will not be automatically placed back into the queue after taking a call. 

Call Queue and Agent Stats 


Call Center Agents may view Call Queue and Agent Stats within the Call Center tab.  

Note: Agents may toggle these statistics on/off within the settings menu at the top-right corner of the page. 


 

Queue Stats 


The Call Queue section displays the name of the queue, the number of callers waiting, and whether the agent is logged in to the selected queue or not.

The Calls section displays active call information, including Caller ID, name, Status, and the duration of the call.  

Agent Stats 


The Call History section displays the Call History for the agent, including: 

  • Caller (Name) 
  • Date 
  • Time 
  • Duration 
  • Notes (If applicable) 
  • Actions 

The Stats section displays Call Center Agent stats for the following: 

  • Calls Handled – The number of calls answered by the agent originating through a Call Queue. 
  • Inbound Calls Today – The number of attempted calls inbound to the agent. Excludes on-net calls and conference calls.  
  • Outbound Calls Today – The number of outbound call attempts by the agent. Excludes on-net calls and conference calls.  
  • Time Talking – The number of minutes spent by the agent on answered calls originating through a Call Queue. 
  • Inbound Talk Time – The number of minutes spent by an agent on inbound calls. Includes talk and hold time. Excludes on-net calls and conference calls.  
  • Outbound Talk Time – The number of minutes spent by the agent on outbound calls. Includes talk time and hold time. Excludes call center calls, on-net calls, and conference calls. 
  • Average Talk Time – The average number of minutes spent by the agent talking per answered calls on calls originating through a Call Queue. 
  • Inbound Average Talk Time – The average number of minutes spent by the agent on inbound calls. Includes call center calls. Excludes on-net calls and conference calls. 
  • Outbound Average Talk Time – The average length of time spent by the agent on outbound calls. Excludes call center calls, on-net calls, and conference calls.