Queue Status
Navigate to Live Status | Queue Status
For report options (e.g., edit columns), See Report Options
Queue Overview
Displays total calls in queue, live calls, and signed in agents.
Queued
Total calls waiting in queue.
Real time
Live
Total calls connected to agents
Real time
Agents
Number (large) of agents currently signed into queue. Number (small) of agents assigned to queue.
Real time
Agent Tab
Displays agent details from the selected queue.
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
Calls Tab
Displays call details from the selected queue.
State
Displays current status of call.
Real time
Direction
Direction of call (Inbound/Outbound).
Real time
Start
Start date/time of call.
Real time
Caller Name
Name of caller
Real time
Caller Number
Number of caller
Real time
Status
Displays current status of call. (only if queue call)
Real time
Agent
Name of agent that is either being alerted or is connected to caller.
Real time
Queue/Team
Name of Queue (If applicable)
Real time
Length
Total length of call
Real time
Wait Time
Total wait time in queue
Real time
Average Sentiment
N/A
N/A
Call Type
Displays if the call is a direct or queue call.
Real time
OU
Displays the organization unit where the call detail record is stored.
Real time
OU Path
Displays the organization unit path where the call detail record is stored.
Real time
Scenario Id
Microsoft Graph call identifier
Real time
Links Tab
Links to drill down into detail reports for the selected queue.
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