Queue Overview
The queue overview enables you to monitor both agents and queues in your contact centre, per display queue. (See Display Queue Settings). The page refreshes automatically.
Columns in Queue Overview:
- Queue name: Name of Display queue
- Total in queue: Total number of requests currently queued (in this Display Queue). If you click on a number, the Queue Details page opens, showing one row per request in the queue.
- Callback: Number of requests in the queue that are callbacks (for Phone queues)
- Preferred: Number of requests in the queue that have a reserved/preferred agent
- Scheduled: Number of scheduled calls/scheduled tasks that have not yet reached their Scheduled time. Aka the queue's 'waiting room'. If you click on a number, the Scheduled requests view opens, showing one row per request currently waiting for their Scheduled time.
(This column is only shown if the Queue property 'Show in Queue overview: Scheduled requests' is ON.) - SLA score: The highest SLA score for a request in this queue now. How long the queue is now, relatively speaking. For details, see SLA under System Queue Settings.
- Max wait time: Longest waiting time for a request currently in queue.
- Agents logged on: Number of agents logged on who can answer requests from the queue, including agents that are in status Pause
- Agents in Pause: Number of agents that are in Pause.
- Agent: If you click on the Agent link, the Agent details view opens
In 3 of the columns you will see hyperlinks to pages with more detailed information:
- By clicking on a number in the 'Total in queue' column, Queue details opens
- By clicking on a number in the Scheduled column, Scheduled requests opens
- By clicking on a number in the 'Agents Logged on' column, Agent status opens
- By clicking on 'Agent' in the Agent column, the Agent details opens