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 Tab

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