Queues can be monitored in Queues view on queue status, queue length, maximum wait time, etc. Also queue user activity can be seen, such as how many users are ready to take calls in each service queue. Based on the monitoring data, immediate changes to the service queues can be made.
Queues view lists all the service queues sorted alphabetically ascending by queue name:
At top of the view, queue list can be filtered with the Search by queue name function. For example, entering text “sales” would show only the queues with “sales” in the queue name.
Show technical queues switch displays and hides technical queues, such as IVR menus
Buttons at top right:
Manage - Optional feature. Opens a view where you can create, edit and delete service queues, IVRs prompts, and schedules.
Queue users - This button takes you to an overview on all the members of service queues to see what they are doing at the moment. See more at Queue users, VoiceHub.
Service queue list has the following columns:
Queue name - Click to open Queue dialog
Incoming accepted - Shows service Queue's current status. Yes: calls are accepted, No (-): calls are not accepted, Custom: call-specific decision.
Free users - Agents that can immediately be allocated to. Agents are free, when they are active in the queue and are receiving queue calls. In addition, their availability status must allow service calls to be allocated and they must not be currently talking.
Ongoing calls - Number of currently ongoing calls in this queue
Queue length - Number of calls waiting for service. Call is counted as queueing, until it is either answered, ended or transferred onwards.
Max wait time - Wait time of the caller who has waited the longest for service. Count resets every time caller enters a queue, for example when a call is transferred to another queue.
Age bonus - see more in Queue details.
Column headers can be clicked to sort the list.
Some columns have a cell background coloring to indicate their status:
Column | No color | Yellow | Red |
|---|---|---|---|
Queue Length | 0 calls | 1-2 calls | >= 3 calls |
Max wait time | 0-30 sec | 31-60 sec | >= 60 sec |
At the bottom of the list, pagination controls allow you to select how many rows are displayed at same time. You can then move between the pages. You can choose from different row amounts depending on how many rows your list has. Also all rows can be displayed at same time.
Queue details can be accessed by clicking on a queue name. See more at: Queue details
Queue groups
If optional queue groups feature is enabled for the organization, then the Queues view is divided in to queue groups. See more at: Queue groups, VoiceHub