- Help center
- Call flow, routing and queues
Dashboard - Queue Monitor
To access Queue Monitor, click on the arrow beside the telephony dashboard and select queue monitor.
A Summary Dashboard will popup on your screen. Below is an example with queue name removed.
Refresh: Set it to auto or manual refreshing.
Start of the shift: Set the start of the shift for the populated data you require.
Do note that each line is for a separate queue.
Below are description for each of the table's column.
Calls - Total: Total calls for the queue.
Calls - Missed: Number of missed call for the queue.
Calls - Missed %: Percentage of missed calls
Duration - Average: Averange duration of calls for the queue.
Duration - Longest: Longest duration of call for the queue.
Wait - Average: Average wait time for the queue.
Wait - Longest: Longest wait time for the queue.
Position - Avg. Average position when a caller comes into the queue.
Position - Max: Maximum position when a caller comes into the queue.
Calls Now - Wait: The number of caller that is waiting in the queue.
Calls Now - Ans: The number of calls that is being answered by the agents.
Members Now - On: Queue members that is online.
Members Now - Psd: Queue members that is paused.
Members Now - Rdy: Queue members that is ready and waiting to receive calls.
Members Now - Call: Queue members that is currently on a call.
Members Now - Busy: Queue members that is currently on a call or paused.