Contents

Call Activity view

Summary

The Call Activity view displays activity in all line or station queues that the user has ACL rights to see. Disconnected interactions are immediately removed. Each row in this view displays a configurable set of queue columns.

License Requirement

The "System Status Supervisor Plug-in" license is required, since the Call Activity view is part of the System Statistics module. If that license is revoked or never assigned, all views in the System Status category are unavailable.

Add this view

Logon to IC Business Manager if you have not done so already.
Select an existing workspace from the Workspaces tab, or create a new workspace to host the view.
Select New > View from the File menu. The Create New View dialog appears, listing views by category or product. Licensing and station rights determine the availability of selections.
Select Categories from the Group By drop list.
Select the System Status view category.
Select Call Activity from the list of views. Click OK. This view does not require parameters to be set.
Select Line Queues or Station Queues from the Queue Type box.

Display Line or Station activity

Select Line Queues or Station Queues from the Queue Type box. For either case, the view displays all lines or stations activity for which the user has ACL rights.

Call Action Control

Buttons in Call Action Control toolbar perform telephony actions on selections in the currently displayed queue. If an action cannot be performed, its button appears shaded. See Call Action Control for details.

Sort columns

To change the sort order, click on a column heading to sort by that column. The last two previously sorted columns are used as sub sorts. Sorting is available on all displayed queue columns. Clicking on the header will select the queue column to sort and additional click on the same queue column header will toggle between ascending and descending order. Once the user selects a sort order, the interactions are sorted once every second in the requested order. It is therefore possible that an interaction appears in the wrong order for a maximum of 1 second before being sorted back in its proper place. This one second delay is built into all queues displayed by supervisor to handle thousands of interactions displayed.

Resize column width

To resize a column, drag the edge of a column heading left or right to narrow or widen the column.

Change columns displayed

To change the selection of queue columns displayed, right-click any column heading. This opens a shortcut menu that lists frequently-used columns. Checkboxes indicate whether a column is currently displayed in the view.

At this point, you may optionally select a column to include or exclude from the view. However, not all columns are listed in the shortcut menu.

To select from all available columns. Click More… The Queue Columns Selection dialog appears.

Use the dialog to select statistics to display, and their order of appearance in the Queues view.

Check or uncheck boxes to include or exclude items from the view. You can also press Show or Hide buttons to include or exclude items.

Optionally use the Move Up and Move Down buttons to modify the display order of queue columns. The higher a statistic is in the Columns list, the more leftmost that column will be in the view.

When you are finished, Click OK to apply your new column selections.

Set Alerts

See Manage Alerts.