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	Displays routing type. See Routing Type
Alert Type	Displays alert type. See Alerting 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.