Monitoring a queue
How do I monitor a queue's activity?
A queue that appears in Real Time is an instance of an Automatic Call Distributor (ACD) applet. For information on ACD applets, see Automatic Call Distributor (ACD) or Universal Contact Distributor (UCD) applet. You can monitor a queue in Real Time.
You can see the following information about a queue that you have added to the Real Time desktop. For information on adding queues to the desktop, see Organizing the Real Time desktop.
Click swap to switch between the different views. The views can contain up to 24 hours of historical data. You set the time from which the data is recorded for that 24 hour period in the queue history start section of the toolbar. For information on the queue history start section, see Setting queue history start time.
Click the arrow in the upper-right corner of the queue one or more times to display different views of the information. For example:
For general assistance, please contact Customer Support.
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