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Queue Status

Navigate to Live Status | Queue Status

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.
Last modified 1yr ago