Page Comparison

 Image RemovedThis panel will list your queues and display what is currently This is the fourth panel in the Monitoring page.

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The Current Queue Status panel lists queues and displays what is happening with each queue in real time. The list runs across the screen page and can be sorted by any of the underlined column headings. When a queue is red in color, a caller in the queue has The following metrics are displayed for each queue:

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• Queue: Queue's name
• Calls: Number of interactions waiting in queue. If the number of waiting emails is greater than zero, click on the number it to view more information about the emails waiting in that particular queue. For further information, see Monitoring Incoming Emails.Agents – .
  FMI
  • For more information about waiting calls, see Manage Queued Calls
  • For more information about waiting emails, see Manage Queued Emails
• Agents: Number of agents currently signed into the queue. If

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• the

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Click the number link to open a screen listing all agents currently signed into the queue. When an Office Manager accesses the Agents link, only Agents situated in the same office as the Office Manager are displayed in the Signed in Agents list.

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This page also lists:

• Agent's Name – The name of the Agent (e.g. Edward Demo).
• Team Name –Tthe name of the team the Agent belongs to.
• Phone Extension – The Agent's 10-digit phone number. 
• Status – The Agent's current status in the CCA. 
• Status Duration – The total length of time the Agent has been in the specified CCA status. 
• Priority - The configured priority of the queue, as set by the Agent (e.g. 1 indicates highest priority, 10 indicates lowest priority). 

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• number is greater than zero, click it to view more information.
  FMI: For more information about the signed agents, see Manage Queue Agents
• Cb. (Callback): Number of callbacks waiting in queue