This article describes how to monitor and manage Advanced Hunt Groups using the UNIVERGE BLUE® CONNECT Desktop Application, including viewing and controlling active calls, managing agent statuses, logging agents in and out, viewing presence details, and accessing reports and real-time dashboards.
- Steps to Monitor Advanced Hunt Group
- Managing Active Calls Functionality
- Managing Agents
- Logging In and Out of Advanced Hunt Group in UNIVERGE BLUE® CONNECT Desktop App
- Advanced Hunt Group Presence
- Reports and Real-time Dashboard
Advanced Hunt Group AKA ENGAGE Core or CONNECT Call Center functionality is available only for Managers on UNIVERGE BLUE® CONNECT Desktop Apps.
The Advanced Hunt Group Monitor icon will appear in the UNIVERGE BLUE® CONNECT Desktop Application after the user is added as Manager to the Advanced Hunt Group.
Steps to Monitor Advanced Hunt Group
To view and manage Advanced Hunt Groups in the UNIVERGE BLUE® CONNECT Desktop App:
- Navigate to the Advanced Hunt Group Monitor page.
- Choose the needed group from the drop-down menu next to Group if you are delegated to be a manager for several Advanced Hunt Groups.
- Select the Monitoring tab at the top.
- Two sections will appear: Active Calls and Agents.
- Under the Active Calls section, you can see a list of current calls with details such as caller information, start time, and duration. The options to Monitor , Whisper , or Barge into a call will be available here.
- Under the Agents section, you can view the status of each agent.
Managing Active Calls Functionality
Calls can be managed on the Active Calls tab. The Manager should choose the needed call and select how they want to connect to it: Monitor, Whisper, or Barge.
The Manager can also switch between the modes but only in the following order: Monitor > Whisper > Barge.
Monitor – The Manager will hear the conversation, but nobody can hear them.
Whisper – The Manager will hear the conversation and talk to the agent only.
Barge – The Manager will join the conversation, and both parties will hear them.
Managing Agents
On the Agents table, the Manager can see Agent Statuses:
- Ready – Agent is ready to take this group's calls.
- Ringing – Call was routed to an agent and their phone is ringing.
- Wrap up – Depending on the group setting, after the call is finished, the agent has time to take notes.
- On phone – The call is in progress.
- Other Queue Busy – Call from another group is in progress (if the agent is also in another group).
- Idle – If the agent didn’t pick up the call, they will be in Idle state for some time, and calls won’t be routed to them.
- Logged out.
The Manager can manage agents only by logging them in and out from the Advanced Hunt Group. The system automatically sets other agent statuses.
Logging in or out for agents is needed so that the agent can start or stop receiving calls from the Advanced Hunt Group.
To log out an agent:
- Navigate to the Advanced Hunt Group Monitor page.
- Choose the needed group from the drop-down menu next to Group if you are delegated to be a manager for several Advanced Hunt Groups.
- Select the Monitoring tab at the top.
- Select Agents section.
- Click the Log out button next to the respective agent's name.
Logging In and Out of Advanced Hunt Group in UNIVERGE BLUE® CONNECT Desktop App
UNIVERGE BLUE® CONNECT users assigned as agents in the Advanced Hunt Group will receive an additional tab in the UNIVERGE BLUE® CONNECT Desktop Application settings named Agent Settings. All agents will see the available groups there and will be able to log in or out of the group.
To log in or out of an Advanced Hunt Group:
- Click on the avatar on the bottom-left corner to open Settings.
- Navigate to the Agent settings.
- Locate the sections for Advanced Hunt Groups and Basic Hunt Groups.
- To change your status in a group, click Log in or Log out next to the desired group name.
Advanced Hunt Group Presence
Users can view Advanced Hunt Group presence details in the UNIVERGE BLUE® CONNECT Desktop application. Apart from the Advanced Hunt Group's name, phone number, and email, it will show several additional stats:
- Number of calls in queue:
- Green: Number of calls in the queue is less than 3/4 of the max number of callers on hold.
- Yellow: Number of calls on hold is more or equal to 3/4 of the max number of callers on hold.
- Red: Number of calls on hold is equal to the max number of callers on hold. To learn how to set up the max callers on hold parameter, read the Knowledge article on Managing Advanced Hunt Groups.
- Number of agents signed in.
- Average caller's wait time:
- Green: Average time on hold is less than the time specified in SLA (Service Level Agreement).
- Yellow: Average time on hold is more or equal to the time specified in SLA.
- Red: Average time on hold is twice the time specified in SLA.
- Number of agents currently on the call.
Note: SLA time can be configured in Control Panel > UNIVERGE BLUE® CONNECT > Reports & Analytics > Select an Advanced Hunt Group and click the Settings icon in the upper right corner. Read the Knowledge article on Advanced Hunt Group Reports for more instructions.
To view Advanced Hunt Group's presence in the UNIVERGE BLUE® CONNECT Desktop application, go to the Calling tab, look up Advanced Hunt Group, and select it. The presence stats will be presented in the Hunt Group's contact card.
Reports and Real-time Dashboard
Reports and Real-time dashboard are available from the UNIVERGE BLUE® CONNECT Desktop Application:
Option 1:
- Navigate to the Advanced Hunt Group Monitor page.
- Choose the needed group from the drop-down menu next to Group if you are delegated to be a manager for several Advanced Hunt Groups.
- Select the Reporting tab at the top.
Option 2:
- Navigate to the Advanced Hunt Group Monitor page.
- Choose the needed group from the drop-down menu next to Group if you are delegated to be a manager for several Advanced Hunt Groups.
- Click on the Reports icon at the top-right.
- The modal menu will pop up.
- Choose Launch Reports to see reports. The link will be opened in a new window in the default web browser. See the Knowledge article on the Reports for more details.
- Choose Launch Wallboard to see the real-time dashboard. You can also copy the link and use it without the application. See the Knowledge article on Real-Time Dashboard for more details.