RingByName's QSpace has arrived! Built as a more effective Queue Monitor, QSpace helps call center managers see performance information and validate how effectively customer phone calls are being handled in real-time. They can also now take an active role in both getting VIP callers to the right agent in real time as well notify any agents who are disconnected what they need to do to get back online. The information window is fully customizable and users, departments, and queues can be sorted in any pattern needed so if a different managing agent needs to exclusively see only certain departments or users they can. This information can be detached as a separate window so it can be displayed on a separate area of your desktop or on TV Display hanging on the wall of your Call Center.

What is the QSpace?

The QSpace is a screen from which you can monitor the status of phone calls being handled inside of your call queues and how effectively they are being handled by the assigned agents in real-time. You can use it to quickly get calls on hold or calls agents are already on to any other agent anywhere in your company. 

How do I get to QSpace?

Qspace is accessible from your Ringbyname OX Dashboard. Login at http://login.ringbyname.com then click on QSpace from your dashboard.

How Do I customize my QSpace?

Your QSpace is entirely customizable from the start. You can tab through the Users, Departments, and the Monitors section on the far left to find options you want to drag to your personalized QSpace. You can use the search feature to quickly find specific users or departments. If you want to remove any elements you've added to your QSpace, click on the 3 dotted icon, and select remove. You can always re-add a removed element if you need to monitor it in the future. 

What are Users, Departments, and Monitors? 

Users are extensions or co-workers within your Ringbyname account. They represent all the devices a user has attached (desk phone, cell phone, desktop softphones, etc).
Departments represent groups of users and all of the devices those users have. Departments include the Broadcast Feature. You can tap the Broadcast Icon to send an instant alert message to everyone in the department who's logged into the Ringbyname OX Dashboard. QSpace users often use this to alert a department of a VIP who's calling in, or warning them of a repeat caller and where to direct it. The message appears over the entire dashboard making it impossible to ignore, and has a simple clickable button to clear the message. 
Monitors represent groups of users, they're identical to departments but include more options, as they are 'monitor type' options. Monitors show you how many active calls, how many holding calls, and the highest holding time of any calls holding. Monitors include a 'view' feature with an eye icon you can tap to view all the active calls and holding calls on the right hand side. You can also drag any active calls or holding calls to any other user or department in your QSpace! These are often used together with users departments to quickly deliver callers to agents meeting their immediate needs. 

Here we see an example of a Department's Broadcast message. Until the message is acknowledged the Dashboard can't be used. It is only displayed to agents belonging to that department who are logged in at http://login.ringbyname.com

Here we see on the right hand side an example of the monitor for Support and the two calls that are holding. A QSpace agent can drag these calls to Chuck or Maria, or other agents they see available in an overflow department or overflow user list. You can see the call on hold being dragged to an available overflow agent, and watch them quickly take that client call!

What other useful features does QSpace have? 

QSpace's biggest feature is live status updates from every single agent you decide to monitor. If you've used the Call Queue Monitor or have ever updated your Call Presence, you know statuses are color coded, and describe whether your ready for calls, at lunch, or in global DND (generally unavailable for calls). QSpace Takes this a step further and has advanced presence statuses. You can tell within minutes when an agent gets disconnected from power, internet, or has turned off their devices as well as get color coded alerts the moment their service is restored! QSpace also displays which agents are forwarding their calls or when agents have put callers on hold. Each of these conditions has its own visual status in QSpace and is a powerful addition to managing calls. Each state is described below.

Green: Like the ready state, this color indicates the user has at least one registered Deskphone, Softphone, or similar VOIP device. Cell and landline forwards do not count. 
Blue: Like in presence, this state indicates a user is on a live call. 
Green with arrow: This icon represents an agent who only has forwarded devices enabled. They're forwarding calls to their cell or landline. 
Gray: If a user has a gray status, it means they've lost power, internet, or have turned off their phone device. This an important state for knowing who is actually available for calls and may need help getting reconnected.
Pink: The pink status tells us the agent is using one of the many DND statuses like Lunch, Busy, Meeting, and similar busy states. 
Blue with white lines: This is a pause symbol on a live call, and indicates the agent has put the caller on hold. 

How does QSpace differ from the Call Queue Monitor, should I use one or the other?

QSpace has a much more active element to its functions than Call Queue Monitor. While you can choose to use one or the other based on your business needs, they can be used together for the largest amount of data and functionality. Where QSpace includes modifiable views, message broadcasting, alerts about devices that go offline or come back online, and allow drag and drop for moving active calls or calls on hold, Call Queue Monitor gives you metrics about the number of calls a queue has taken, which ones were missed, and how many calls have been taken for a queue so far throughout the day. It's best to think of QSpace as an add-on feature to give call center queue managers more power over their office and its calls. 

Is the Information live?

Yes. Like the Queue Monitor, all information is displayed in real-time!

Is there an additional cost or license fee to use QSpace?

Yes, each agent with access to Qspace requires a Qspace license. Please reach out to our Service Team at 855-345-7464 or email us at service@ringbyname.com to add the feature to power up your business today!

Who can I contact for more help?

If you require assistance with the configuration, need advice on how to set up your QSpace, feel free to contact our Support Center at 855-345-7464 or email us at support@ringbyname.com.