3.3 User interface
VisualGroups is displayed on the right next to the SwyxIt! or Netphone speed dials.
The "Queues" tab
On this tab the following information on calls in the selected queues is displayed:
 
The bar under the tab is marked red when your SwyxIt! presence status is set to Away or Do Not Disturb.
 
*Name of the queue to which the call has been forwarded
 
For a better overview the queues have different colors.
 
*waiting time the caller has already had so far
*Name and number of the caller
 
The caller name is only displayed if the caller is a contact in your local phonebook.
 
 
An arrow between Name and Waiting time means that the call is forwarded to a user.
 
The "Criteria" tab
On this tab you can define if and, if applicable, how queue calls are automatically forwarded to your internal number.
The "Users" tab
On this tab the following information on other internal subscriber is displayed:
*Report name
*Status
*Line state
*idle or busy
*Criteria
*S> = Time criterion
*#> = Quantity criterion
*Not active = No "Available user" in statistics and reports, queue calls are not forwarded to the internal number
*Passive = "Available user" in statistics and reports, queue calls are not forwarded to the internal number
The "Statistics" tab
On this tab the following information on the selected queues is displayed:
 
Statistics show information per day.
 
*Answered calls of all users assigned to the queues
*Your own/personal answered calls
*Missed calls of all users assigned to the queues
*Your own/personal missed calls
*Average talk time of all users assigned to the queues
*Your own average talk time
*Callers who are currently waiting
*Average waiting time of all callers
 
A call counts as missed queue call if it could not be forwarded to a user in the queue. If a user has not deactivated automatic call delivery and does not answer a call, the call counts as a Missed by me call for this user.
 
 
Missed calls are not part of the calculation of the average waiting time.
 
*Users with the Available status
*Service level (relation between answered and missed calls)
The "Missed" tab
On this tab the following information on missed calls in the selected queues is displayed:
*Time when the call has been cancelled, e.g. when the callers dropped the call.
*Waiting time
*Caller name
 
The name is only displayed if the caller is a contact in your local phonebook.
 
*Caller number, see also 3.11 Tracking missed calls.