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Diagnostics
Navigate to Administration | Diagnostics
This page can be used to troubleshoot why queue calls are not functioning properly and why an individual agent is not being alerted.
Select a queue. Once a queue has been selected, an agent can also be selected. Any fields with a red X could potentially be causing problems.
Queue Info:
Column | Description |
Alert Timeout | Displays the alert timeout in seconds. Minimum should be 10 seconds when using toast alerts. |
Queue Timeout | Displays Queue timeout in seconds and the next action (if enabled). |
Routing Type | |
Alert Type | |
Has Agents | Displays if there are agents assigned to the queue |
Business hours | Displays business hours configuration. If showing red X, the current time is off hours. |
Holiday Hours | Displays if holiday hours are configured. If showing red X, the current time is during holiday. |
Agent Info:
Column | Description |
Agent panel open | Displays if the agent has the agent panel open |
Agent Status | Displays current agent status. If showing red X, the status does not allow agent to receive call alerts. |
Member of this Queue? | Displays if the agent is a member of the selected queue. |
Queue Sign-in State | Displays if the agent is currently signed into the selected queue. |
Signed into Skills Routing | Displays if the agent is currently signed into skills routing. |
Presence | Displays current Teams presence. (If queue is enabled for Teams presence based routing) See Teams Presence Based Routing |
Any Current Alerts? | Displays if the agent has any current call alerts. |
Any Current Calls? | Displays if the agent is currently in a call. |
Any wrap-up Calls? | Displays if the agent is currently in a wrap-up state. |
Last modified 3mo ago