Queue Radar

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This article will explore the use of the Queue Radar in Gnatta, a tool designed to help your team leaders and shift supervisors keep an eye on the detail whilst Gnatta auto-assigns interactions.

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An example queue in Gnatta’s Queue Radar

About assignation & monitoring

Queue Radar is a more traditional alternative to shift monitoring than our live dashboards - instead of viewing a summary of your contact centre performance, you can check on each queue and the interactions contained, their current status, and make minor changes to individual customer interactions.

As Gnatta auto-assigns interactions (using Workflow) to agents in priority order, the Queue Radar isn’t specifically designed for team leaders to assign individual interactions to agents (though they can do that!). Instead, it’s a reassuring layer of visibility so your team leaders can be sure things are happening as planned and check in on operators who may be struggling with difficult queries.

It should be used in complement with a live dashboard - and if you find your supervisors are frequently reassigning interactions from the Queue Radar that should serve as a warning flag to review your assignation workflows. If there’s a pattern to their assignation thought process, it can be replicated in Workflow!

Therefore - before diving into Queue Radar, we’d strongly recommend you set up a monitoring dashboard to achieve the high-level view on your real-time contact centre performance. Used alongside the Queue Radar, dashboards should give your shift supervisors everything they need to keep your contact centre running in ship shape. Live Dashboards

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Set up a custom monitoring dashboard first!

Using Queue Radar

In order to view Queue Radar, you’ll need to have Co-ordinator (or Owner) user permissions.

To give a team-member permission, navigate to their user via Configuration > Settings > Users & Teams > Person's name > Permissions and assign the Co-ordinator role.

Find out more about assigning permissions here: User Permissions

Once you can view the Queue Radar icon in your navbar at the top of the screen, click into it and select a queue. Interactions will appear in the list if they are in any of the following states:

• Queued

• Assigned

• Automation

Click into an interaction to view more details and actions.

Using the Whisper action, you can attach a note to the interaction timeline where it’ll be visible to the agent. You can also change the queue, manually assign the interaction (which would circumvent your auto-assigning Workflows), or set the Status using the Quick Actions.