Call queues in User Mode

User Mode is the browser phone your agents and supervisors sign into — the softphone where they take calls, and where the day-to-day running of a call queue happens. The queue's setup lives in the portal; the queue's operation — logging in and watching the wallboard — lives here. (Tagging calls with categories is covered in the queue's own page: Call queues (ACD) › Categories.)

Logging into a queue

An agent belongs to a queue but only receives its calls while logged in. From the browser client they log in and out of each queue with a click (they're also prompted when they sign in and out of the client). The same works from a desk phone with star codes — *64 to log in, *65 to log out — adding the queue number to target one queue, or no number to apply to all their queues. Logging out only removes them from the queue; their direct calls still ring. To stop everything they use DND.

The wallboard

The wallboard is a big-screen live view of a queue's health, opened from the client. It shows waiting calls, wait time, the abandoned-call ratio, and how many agents are logged in, and turns warning colours when your thresholds are crossed — so a supervisor can see at a glance when a queue needs attention. For a public display, use a dedicated locked login that only shows the wallboard.

What the queue numbers mean

The wallboard and the emailed reports use a consistent set of metrics:

• IVR duration — time the caller spent on hold hearing music (not ringback).
• Ringing duration — time spent with an agent's phone ringing.
• Waiting time — IVR + ringing time (reported for answered calls).
• Talking time — time connected to an agent (includes any hold time).
• Abandoned call — caller hung up while waiting, past the abandoned-call threshold (default 5 seconds); the abandoned-call rate is these as a share of calls that waited long enough to count.
• Missed call — not answered within the missed-call window (default 5 seconds).
• Answered / answered on time — connected to an agent (and within the missed-call window).
• Logged-in / active / idle agents — who is available, on a queue call, or free. Time spent outside the queue doesn't count as idle, and idle stretches over 8 hours are ignored.