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Queue Status
Navigate to Live Status | Queue Status
Displays total calls in queue, live calls, and signed in agents.
Column | Description | Real Time or Load Time |
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 |
Displays agent details from the selected queue.
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 |
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 |
Displays call details from the selected queue.
Column | Description | Real time or Load time |
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 to drill down into detail reports for the selected queue.
Last modified 1yr ago