Queue Monitoring

overview the queue monitoring tab within the supervisor monitor console provides real time, statistical data specifically tailored to the operational status and performance of queues within assigned campaigns the primary purpose is to enable supervisors and analysts to manage agent staffing, track service level agreement (sla) adherence, and monitor call/chat volume bottlenecks across all queues key benefits real time bottleneck detection provides current data on queued at acd calls/chats and oldest call waiting time to instantly identify queues requiring intervention performance tracking offers vital metrics like sla percentage and abandon calls at acd to gauge the efficiency and service quality of each queue staffing optimization shows staffed users versus available users to help supervisors balance agent assignment and readiness across different queues functionality by campaign type queue monitoring data is typically presented in a table format and refreshes in near real time supervisors can filter the displayed queue list by selecting specific queues voice campaigns (inbound, outbound, parallel predictive) for inbound, outbound, and parallel predictive campaigns, queue monitoring is available as a dedicated tab metric definition data type queue name the name of the queue assigned to the selected campaign string queued at acd the current number of calls waiting at the automatic call distribution (acd) system before being offered to an agent number in progress the count of calls that are ongoing and currently connected to agents (answered, even if not yet disposed) number oldest call waiting the longest waiting time of any call currently in the "queued at acd" column duration assigned users/agents the total number of users assigned to that queue (includes agents who are ready, on break, on call, or on acw) number available users/agents the count of available extensions assigned to the queue that are ready to take calls number connected users/agents the total number of extensions that are currently on call in the selected queue number awt (average wait time) the average wait time duration of all calls connected in the queue duration abandon calls at acd the count of calls disconnected by the customer while waiting for an agent or disconnected by the system after reaching the acd timeout number sla the percentage of calls answered within the defined threshold time after reaching the acd, divided by the total number of received calls that reached acd percentage connected calls the count of calls that have been answered in the queue number total received calls the total count of calls closed with any disposition (both connected and dropped calls) number chat campaigns queue monitoring is available as a dedicated tab the metrics monitored are logically equivalent to the voice campaigns but focus on chat sessions (queued chats) and agent capacity for handling multiple concurrent chats (staffed users) interaction campaigns (ic) queue monitoring is explicitly not available as a dedicated tab for interaction campaigns (ic) instead, queue level data is viewed through the dashboard and the monitoring tab (user wise) dashboard (static area) provides aggregate queue statistics that are static until a filter is applied, including total tickets by priority (low, medium, high) and ready users per queue it also shows sla "about to breach" (next 15 mins) for first assigned, first response, and resolve monitoring tab (user wise) provides a table showing individual agent statistics, which can be filtered by queue this includes ready (clickable) , break (clickable) , assigned tickets , and ticket assignment on/off status for users assigned to the queues