Queue Status

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Queue Overview

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

Agent Tab

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

Calls Tab

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.

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