What Information is found in the Queues Panel?

The Queues panel  lists all configured Queues for this Customer, displaying the real-time statistics of  calls, logged-in agents, avg hold time, abandoned calls, for each ques.

Each Queue Listing displays the following:

1.  Queue   - Name of the queue.   When a new call enters a Queue, that queue’s Calls field should be incremented by 1.   

2.  Calls -  Number of calls currently waiting in the queue.       When a new call enters a Queue, that queue’s Calls field should be incremented by 1.  When a call leaves a Queue (either answered by an Agent, the caller hanging up, or the call timing out of the queue), that queue’s Calls field should be decremented by 1.          

3.  Agents - Number of agents currently logged into this queue, including paused agents.  When an Agent logs into a queue, that queue’s Agents field should be incremented by 1.  When an Agent logs out of a queue, that queue’s Agents field should be decremented by 1.

4.  Avg Hold Time - Lifetime average hold time of calls that this queue has serviced.   The Avg. Hold Time column should have the latest value from the queue at the time that the Operator Console is loaded. It does not update live as the Operator Console is running.

5.  Abandoned - Lifetime number of abandoned calls this queue has serviced.  The Abandoned column should have the latest value from the queue at the time that the Operator Console is loaded. It does not update live as the Operator Console is running.

Filtering your Queues is available by selecting the drop down in the Queues Panel header.  The filter options available are all of the Queues configured for this customer along with "All Queues",which is the default setting for the panel filter. 

Search your Queues by entering a search term into the search box to the right of the filter drop down in the panel header and hit enter to display the search results.  The search is performed on the Queue name field.  As search context is typed into the search box, a small "x" icon will appear in the right-hand corner of search box.  Clicking this "x" clears the search.

To add, change, or delete a Queue in your Queues panel, click the gear icon in the Panel Header.  Clicking this icon navigates the user away from the Operator Console and to the Call Center Queues to make configuration changes.