Current Queue Status

 This is the fourth panel in the Monitoring page.


The Current Queue Status panel lists queues and displays what is happening with each queue in real time. The list runs across the page and can be sorted by any of the underlined column headings.

Important

When callers in queue have waited longer than the allotted Maximum Waiting Time set up on the  Queues page, the queue appears red.

The following metrics are displayed for each queue:

  • Queue: Queue's name
  • Calls: Number of interactions waiting in queue. If the number is greater than zero, click it to view more information.
    FMI
  • Agents: Number of agents currently signed into the queue. If the 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