Landis Contact Center for Microsoft Teams
  • About
  • Getting Started
  • Setup
    • Organization Settings
    • Set Up Users
    • Set Up Queue
      • Calling Queue
      • Chat Queue
        • Web Chat
    • Set Up IVR
    • Set Up Queue or IVR Resource Account
      • Option 1: Teams Admin Center
      • Option 2: Contact Center (Preview)
    • Set Up Policy Call Recording
    • Set Up Sentiment Analysis
    • Set Up Business Hours Sets
    • Set Up Holiday Hours Sets
    • Set Up Organization Units
    • Set Up Wall boards
    • Set Up Wrap-Up Question Set
    • Set Up Scheduled Reports
    • Set Up Auto Attendant [Teams]
    • Install Teams App
    • Failover Options
  • Daily Usage
    • Agent
      • My Settings
      • Agent Panel
      • Transferring Calls
    • Supervisor / Manager
      • Monitor Live Calls
        • Call Barge
        • Pick Call
        • Listen In
        • Whisper In
      • Listen to Recordings
      • Manage Agent Status
      • Manage Agent Queue Sign-ins
  • Analytics & Reports
    • Home
    • Dashboard
    • Live Calls
    • Queue Status
    • Agent Status
    • Wallboards
    • Queue Summary
    • Agent Summary
    • IVR Summary
    • Queue Details
    • Agent Details
    • IVR Details
    • Recordings
    • Abandoned Calls
    • Queue Calls by Hour
    • Agent Timeline
    • Wrap Up Answers
    • Callback Requests
    • Data Collection Records
    • Call Details
  • Administration
    • Call Settings Policies
    • Data Access Policies
    • Data Collection
    • Direct Call Records Groups
    • Organization Units
    • Queue and IVR Access Control
    • Roles
    • Settings
    • Users
    • Webhooks
  • Maintenance
    • Delete Stuck Live Calls
    • Retrieve Stuck Live Calls
    • Delete Stuck Agent Panel Calls
    • Diagnostics
    • Audit Logs
  • Appendix
    • Agent Status Profiles
    • App Service Information
    • Audio Prompts
      • Audio Files
    • Call Popup
    • Call Loop Detection
    • Create Resource Account Using PowerShell
    • Event Webhook
    • External Recording/audio prompt Storage
    • Feature States
    • Hang Up
    • Integration Permissions
    • IVR Data Dip Power Automate Flow Configuration
    • JSON IVR Design (deprecated)
    • Languages
    • Microsoft Azure Cognitive Services
    • Presence API Service Account
    • Queue Alerting Type
    • Queue Call Back
    • Queue Priority
    • Queue Routing Type
    • Remove Contact Center
    • Report Options
      • Search
      • Date Range Selector
      • Export to Excel
      • Add Filters
      • Edit Columns
    • Reroute on No Answer (RONA)
    • Skills Based Routing
      • Skill Category
      • User Skills
      • Queue Skills
    • Skype for Business Hybrid
    • Teams API Service Account
    • Teams Presence Based Routing
    • Terms and Conditions
    • Timezone Reference
    • Transfer to PSTN
    • Trial Expiration
  • Definitions
    • [Contact Center] Service
    • [Contact Center] Organization
  • Service Health
    • Current Incidents
    • Incident Reports
  • What's new in Contact Center
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  1. Maintenance

Diagnostics

Navigate to Administration | Diagnostics

This page can be used to troubleshoot why queue calls are not functioning properly and why an individual agent is not being alerted.

Select a queue. Once a queue has been selected, an agent can also be selected. Any fields with a red X could potentially be causing problems.

Queue Info:

Column

Description

Alert Timeout

Displays the alert timeout in seconds. Minimum should be 10 seconds when using toast alerts.

Queue Timeout

Displays Queue timeout in seconds and the next action (if enabled).

Routing Type

Alert Type

Has Agents

Displays if there are agents assigned to the queue

Business hours

Displays business hours configuration. If showing red X, the current time is off hours.

Holiday Hours

Displays if holiday hours are configured. If showing red X, the current time is during holiday.

Agent Info:

Column

Description

Agent panel open

Displays if the agent has the agent panel open

Agent Status

Displays current agent status. If showing red X, the status does not allow agent to receive call alerts.

Member of this Queue?

Displays if the agent is a member of the selected queue.

Queue Sign-in State

Displays if the agent is currently signed into the selected queue.

Signed into Skills Routing

Displays if the agent is currently signed into skills routing.

Presence

Any Current Alerts?

Displays if the agent has any current call alerts.

Any Current Calls?

Displays if the agent is currently in a call.

Any wrap-up Calls?

Displays if the agent is currently in a wrap-up state.

Last updated 1 year ago

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Displays routing type. See

Displays alert type. See

Displays current Teams presence. (If queue is enabled for Teams presence based routing) See

Routing Type
Alerting Type
Teams Presence Based Routing