Business cloud connect

[charlesb123]

Hi, we are using Business Connect Enhanced solution. We have 4 different queues. Is there a way to see the Live numbers of call in a call queue, to see if a call queue is over used and has too much calls waiting, so we can add more agents to this queue ? Also, is there a way for an agent to put some customers on hold, and answer another call in the call queue? 

Thanks in advance!

[TELUS_Support]

1. Live Queue Monitoring: Yes, you can monitor live queue statistics through:

• The Admin Portal Dashboard
• Real-time Reports section
• Queue Manager interface
• Supervisor view

Supervisors can see:

• Number of calls waiting
• Average wait time
• Number of active agents
• Queue status in real-time

1. Call Handling for Agents: Yes, agents can manage multiple calls:

• Put current call on hold
• Answer another call from the queue
• Switch between calls
• Use "Call Flip" feature to manage multiple conversations

To do this:

1. Place current call on hold
2. Select "New Call" to answer another queue call
3. Toggle between calls using the call management interface

Best Practice: Set a maximum hold time policy to ensure good customer experience.

[charlesb123]

Hi, thanks for the quick answer. I cannot find the "Real-time Reports section" in my admin dashboard. In my Voice Manager admin portal, I only have 2 reports options: Call logs and Analytics.

[charlesb123]

 Here is a screenshot of those 2 options

[TELUS_Support]

I see, that could be a glitch or they could have removed the other settings! Did the rest of the answer assist with your problem? 

[charlesb123]

It does help, but we cannot see if there is any calls in the call queue.

For example, on my personal line, when I am on the phone, I see when another person is trying to call me, I can decide to either accept the call and put on hold my current call, or dont answer.

With Business Connect, we dont see whenever we have a new call coming in. Is there a way we can have this information?

[TELUS_Support]

After taking a look, here is what I found: 

Call Queue Monitoring:

• Real-time queue dashboard shows waiting callers
• Displays number of calls in queue
• Shows wait times for each caller
• Indicates total number of active calls

Agent View Features:

• Call notification pop-ups for waiting calls
• Visual indicator of queue status
• Ability to see caller information before answering
• Queue position information

However, if you are not seeing the option available, it may indicate there needs to be an update done. Or it could just not be enabled for the while.

[charlesb123]

How can I activate this update, or enable the option? Thanks in advance for your time!

[TELUS_Support]

We'll send you a message on here and monitor for updates.

[TELUS_Support]

Okay, after looking, Ive seen this: Here's how to enable queue monitoring features:

Admin Portal Setup:

• Log into Business Connect Admin Portal
• Go to "Phone System"
• Select "User Groups & Call Queues"
• Choose the queue you want to monitor
• Enable "Queue Monitoring" permissions

User Permission Settings:

• Go to "Users" section
• Select agents who need monitoring access
• Under "Roles", ensure they have either:
  • Supervisor role
  • Queue Manager role
  • Call Monitor permissions

Desktop App Settings:

• Open Business Connect desktop app
• Go to "Settings"
• Select "Calls"
• Enable "Call Queue Notifications"

If you don't see these options, contact your TELUS Business Representative or call 1-844-888-4440 as your service plan may need adjustment to access these features.