6.1.3 Viewing Queue Activity
6.1.3.1 Default Queue Activity View
(Video instructions available: Viewing Queue Activity)
The Queue Activity view allows supervisors to display current activity-related queue metrics. Select the help button in the bottom left corner of the window for help text specific to this view.
6.1.3.1 Default Queue Activity View
The default queue activity view displays the current activity occurring in all queues in your line of business. The information displayed includes number of calls waiting; number of current interactions; service level percentage; number of agents on and off queue; number of agents in each status; number of agents interacting, communicating, idle, and not responding for all queues. For information about selecting queues and saving views See Section 6.1 Introduction to performance.
This page last updated in Release Number: 25-01
Release Date:04/09/2025
Effective Date: 04/09/2025