Configure a Real-Time Queues Module

This is a procedural topic for administrators describing how to configure a real-time Queues Module.

 

Remove Queue From the Module

Remove an Event (Column)

Change a Column Name

Change an Event's Measurement Type

Configure an Event's Value to Change Colour on Reaching Chosen Thresholds

Enable the Module to be Resized Manually

Prerequisites

• You have logged in to storm with your user log in credentials and then launched the VIEW application. See Log in to storm and Launch VIEW.
• You are familiar with the VIEW Dashboard Interface.
• You have created a real-time dashboard. See Create a Dashboard for Real-Time Statistics.
• You know how to place real-time modules from the Module palette. See Place Real-Time Modules on a Dashboard.
• You are familiar with the meanings of the real-time statistics supported in the module. See Queues Module.

Basic Configuration

1. From the Module palette, drag and drop a Queues module onto an empty part of the dashboard.

2. Click the button in the module's title bar to display the configuration options.

3. Enter a meaningful name and description for the module. The description will appear in a tooltip when a mouse cursor hovers over the module's title bar.

4. If desired, change the height and colour of the module's title bar using the title height control and by clicking a colour on the colour bar.

5. Click Configure Queues and then select the check boxes for the queues and queue groups whose statistics you want to display. Then click OK.

6. In the Display Queues section, select one of the following two options:

Option	Meaning
All Queues	The module will show statistics for all queues.
Active Queues	The module will show statistics for queues that have received entrants since statistics were last reset (typically just after midnight). This allows supervisors to focus their attention on queues that have been active today.

7. From the Events options list, select a statistic (event) you wish to display for each queue and then click Add Event. Repeat this for other statistics and then click Save. See Queues Module for a description of each available event.

Each selected event is represented by a column in the module:

Related Tasks

Task	Procedure
Remove a Queue From the Module	Click Configure Queue in the configuration panel and then clear the check box for the queue you want to remove.
Remove an Event (Column)	Click the button in the configuration panel.
Change a Column Name	Edit the event name directly in the configuration panel and then click Save.
Change an Event's Measurement Type	In the configuration panel, click the button to the left of and then select another type of statistic to display for the event. It is up to you to ensure that the selected type is meaningful for the event.  Update Count The number of times the statistic has been incremented today. Current Value The current value of the statistic. This can be a discrete value such as a string, or a cumulative value such as a running total of collected funds. Minimum Value The lowest value for the statistic today. Maximum Value The highest value for the statistic today. Average Update Value The Current Value divided by Update Count. Use this for a cumulative sequence of values (that is, where the current value is the sum total of all values today). An example of a cumulative sequence is £15, £20, £60, which could represent the donations to a charity as they build up. The Average Update Value is then £60 (current cumulated value) divided by the update count of 3, giving £60 ÷ 3 = £20. Average Value Use this for a non-cumulative sequence of values (that is, where the current value is NOT the sum of all values today).  For a queue wait time statistic, which updates every second, the Average Value is the rolling average of all callers in the queue calculated every second. For other statistics, the average is the sum of all Current Value values divided by Update Count. In the non-cumulative sequence of 5, 10, 3, 3, the Average Value is 5 + 10 + 3 + 2 (the sum of all values) divided by the update count of 4, giving 20 ÷ 4 = 5. Note: if you select another type, ensure that you edit the name of the event to reflect the new behaviour. For example, if you change the 'Current Length' event to 'Maximum Value', you might edit its name to read 'Maximum Value'. Changing an event's name is described in Change a Column Name, above.
Configure an Event's Value to Change Colour on Reaching Chosen Thresholds	Click Alert. Type threshold value limits next to some or all of the colours, which when exceeded will display the value in those colours. For example, with the settings shown, a value will display in green at 10, in blue at 40, and in red at 70.
Enable the Module to be Resized Manually	Select the Resizable check box and then click Save. You can resize the module by clicking and dragging its bottom edge.

Equivalent Historical Statistics

Use this section if you wish to present historical statistics that are close or equivalent to the real-time statistics supported in the Queues module.

In the following tables, the Statistic column is the statistic name as seen in the Queues module. The second column displays the equivalent historical statistic and, where relevant, the standard historical report where the statistic is available.

For detailed descriptions of these historical statistics, see the storm VIEW Standard Historical Reports Reference Guide or the storm VIEW Historical Data Source Reference Guide.

Name	Equivalent standard historical statistic
Total Entered	Incoming Communications Queued Call Count (voice only)
Total Routed	Answered Communications Queued Calls Connected (voice only)
Total Routed in S.L.	Queued Calls Connected Inside SLA (voice only and 30-second service level)
Lost in Queue	Calls Lost in Queue (voice only)
Lost in Queue in S.L.	Calls Lost in Queue (5-30s) (voice only and 30-second service level)
SL (SLA) %	% SLA (voice only)
Routed rate (%)	% Answer Rate (Connected/Offered) % Routed rate (voice only)*
Lost rate (%)	% Lost Rate (voice only)*

*Also available in the standard historical Voice Queues. See the document storm VIEW Standard Historical Reports Reference Guide.

Explore Further

How VIEW Works