Queue Status

Navigate to Live Status | Queue Status

For report options (e.g., edit columns), See Report Options

Queue Overview

Displays total Interactions in queue, live interactions, and signed in agents.

Column	Description	Real Time or Load Time
Queued	Total Interactions waiting in queue.	Real time
Live	Total interactions connected to agents	Real time
Agents	Number (large) of agents currently signed into queue. Number (small) of agents assigned to queue.	Real time

Agents Tab

Displays agent details from the selected queue.

Hover over a user's avatar to view more information about the user, change their agent status, and access links to Agent Summary, Agent Details, and Agent Timeline.

Column	Description	Real Time or Load Time
Agent	Display Name of Agent	Load Time
Agent Status	Current agent status	Real Time
Client Connected	Displays if an agent has the agent panel open	Real Time
Status Changed	Time when agent last changed their agent status	Real Time
Signed In	Displays if an agent is signed in or out of the queue. Admin/manager can use this control to sign agent into or out of the queue.	Real Time

Interactions Tab

Displays interaction details from the selected queue.

Column	Description	Real time or Load time
State	Displays current status of interaction.	Real time
Direction	Direction of interaction (Inbound/Outbound).	Real time
Start	Start date/time of interaction.	Real time
Contact Name	Name of contact	Real time
Contact Id	Id or number of contact	Real time
Status	Displays current status of interaction. (Excludes direct calls)	Real time
Agent	Name of agent that is either being alerted or is connected to the interaction.	Real time
Queue/Team	Name of Queue (If applicable)	Real time
Length	Total length of interaction	Real time
Wait Time	Total wait time in queue	Real time
Average Sentiment	N/A	N/A
Interaction Type	Displays the type of interaction	Real time
OU	Displays the organization unit where the interaction detail record is stored.	Real time
OU Path	Displays the organization unit path where the interaction detail record is stored.	Real time
Scenario Id	Unique interaction ID	Real time

Links Tab

Links to drill down into detail reports for the selected queue.