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How do I monitor a queue's activity?
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| The left side displays the following information about the current status of the queue: - The number of calls in the queue. If the queue contains one or more calls, the following information appears:
- The average time, in seconds, that the call or calls have been in the queue
- The time, in seconds, that the longest waiting call has been in the queue
- The number of logged in agents who are assigned to this queue
- The distribution of states that the assigned agents are in
- The current service level (svc). A service level is the actual percentage of interactions that were answered within the target answer time. For more information about service levels and target answer times, see Queue thresholds.
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| The right side displays three different views of historical data: - The default view displays the total number of calls, and then a breakdown of the calls, as follows:
- Calls answered by an agent in the queue.
- Call abandoned by the caller before being answered.
- Calls ended by the caller pressing a breakout key.
- Calls that overflowed to another queue because:
- The call spent too much time in the queue.
- The queue was full.
- No agents were serving the queue.
Along with the numbers of calls, the view displays the status colors according to the queue thresholds. For information on queue thresholds, see Editing queue thresholds.
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