<Call Queue> #
For each call queue to which you are assigned, this lists the calls in that queue. You can select a particular call queue from the dropdown list.
If you are currently available, you can pick up a call from the queue by selecting the appropriate call in the list and clicking:
The call is then moved to your Inbox and call information is displayed in the current call window.
<Call Queue> – Summary #
An at-a-glance view of the number of calls and agents that are assigned to this call queue. The following information is displayed:
Queue Length
The number of calls currently in the queue.
Queue Availability
The number of connected calls (answered calls), as a percentage of the total calls in the queue.
Queue Service Level
A live measurement of the service level – the percentage of incoming calls that are currently being answered within the target time period.
Agents
The number of agents who are assigned to this queue.
Agents Available
The number of agents who are currently available.
Calls With Agents
The number of callers who are currently talking to agents.
Queue Priority Callers
The number of priority callers who are waiting in this queue.
Longest Wait
The longest time (in minutes and seconds) that a caller has spent waiting in this queue.