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

Published

04/06/2020 - 16:08

Last updated

15/08/2023 - 07:26
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