PeterConnects Attendant allows the real-time monitoring of an Attendant queue by several Attendants. The Queue Monitor program used for this runs as a client under Windows.

Displaying realtime statistics
An LCD screen or wall display in the Attendant room or on the PC of the person who is responsible for the operator can display the statistical information in real time.

This program can also be used to display information about the queues and agents of the PeterConnects ServiceDesk module.

The realtime monitor looks like this:

Contents of the screen areas
The upper half of the main window provides information about the queue. The lower half of the window gives information about the Attendants.

1. Current queue
This field displays the current queue.

2. Incoming calls
This field displays a summary of the calls that have entered the queue today.
The colors indicate (user-defined) waiting times.

3. Queue activity
This field displays an overview of the activity in the queue during the current day.

4. Attendants Status
This field displays a list of the Attendants logged on for the queue today.
The current status of the Attendants, their
logged-off and logged-on times, number of calls handled or missed, and how the Attendants spend their time are displayed.

5. How the Attendants use their time
This field displays two graphs per Attendant.

The upper graph shows the periods when the Attendant was logged off (black) or on (yellow).

The blue line indicates when they had logged on and not logged off yet.

The time axis belongs to the upper graph.

The lower graph shows the time distribution of the Attendant.
This indicates how the Attendant has spent the logged-on time. The area is divided in proportion (percentages) to the various activities, using the colors from the column headers in the left table.

The time axis does not belong to this time distribution.

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Attendant - PDF brochure

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