The live queues page allows you to monitor all your inbound routes live. You can edit the queues 'on the fly' and get information on user and queue levels.
Live queues user example
When monitoring your queues, you notice a higher than usual demand on one of them. To compensate for this, you add users from another queue to help with demand. These users are moved to the temporary position so you know they will be reset overnight to only appear in the usual queues you require them for.
Fig.1 - Live queues is under the management page.
Page settings
| Type | The filter allows you to filter the page by All, Call, Email & Chat. |
| User | Toggling this button will filter the queues displayed to only show the queues relevant to the selected agent in the 'Available Users' section. |
| Offline users | Toggling this button will hide/unhide offline users from view. |
| Channel | Selecting this will allow you to filter the queues by channel. |
| Order users by | Allows you to order the user list by the following options; Username, Time in Status, Longest Interaction and Queue Capacity. |
 | Toggle between grid format for queues or the default view. |
 | Open the right hand panel display. |
Available users
With 'Filter Offline Users' set to OK, you will see a list of all the users currently logged in. The colour next to their username reflects their status;
Blue - Ready
Red - Not Ready
Black - Logged Off
Green - Interacting
Yellow - Dispositioning
Purple - Break
You will also see their time in status and the brackets contain the users total interaction capacity/how many they currently have open.
Fig.2 - Available users with their status indicators and time in status.
With 'Filter Offline Users' set to NO you will see all users on the system including offline ones.
Queues display
In the main area of the page, you can see the queues you have set up on the system. These will be displayed in the default 'queue information view'. This can be changed to show the grid view by selecting the previously mentioned buttons -
Fig.3 - The default queue information view.
Fig.4 - The alternative queues view in grid form.
Queue information view
At the top of each queue you can see some information pertaining to that queue (See Fig.3)
 | The icon displayed denotes the type of queue, call, web chat, email, SMS, conversational. |
| MW | This shows the 'Maximum queue Wait time' for the queue. |
 | The user icon shows the number of agents waiting (for an interaction) in the queue. The bracketed number shows the total number of agents allocated to the queue. |
| MQ | This shows the 'Maximum Queue time' for the queue. |
Active users
Here, you will see all the users active in the queue. The colour next to their name denotes their status similarly to the 'Available Users Column', and the time under this header denotes the amount of time they have been in that status.
If force ready is off for the channel, you will see a green icon next to the user when not ready. This allows you to put the user in the ready state.
Moving users within queues
You can move people between queues by clicking and dragging them to a different queue. When you start to drag the user you will notice there are 3 options for the new queue(s) you can move them to;
Fig.5 - Dragging a user from one queue to move them to another.
Drop here to move this user to this queue.
If you drag and drop the user here, they will be removed from the queue they were in and added permanently to the queue you dragged them to.
Drop here to copy this user to this list
If you drag and drop the user here, they will stay in the original queue and be added to the new one permanently.
Drop here to temporarily copy to this list
If you drag and drop the user here, they will stay in the original queue and be added to the new one until midnight of the day they are moved.
Red warning on queues.
If there are any restrictions on the move, the screen will reflect it. For example, if the user is already in a queue or, they are in an interaction queue and you try and put them in a call queue.
Grid information view
In this view, you can see a live summary of all your queues in one table with the following headers.
| Queue name | The queues name. |
| Channel name | The channel associated with the queue. |
| Type | Interaction type. |
| ID | The ID number for the queue (automatically allocated when created). |
| Received | The number of interactions received. |
| Capacity | The capacity of the queue, which is the total sum of capacity of each agent active on the queue. |
| Assigned | Number of currently assigned interactions. |
| Timed out | Total number of interactions that hit the max timeout for the queue. |
| Approaching SLA | Current number of interactions approaching SLA (those that have hit the threshold set on channels). |
| Over SLA rate | The total number of interactions that have gone over the SLA set on channels. |
| Abandon rate | The abandon rate of the queue (abandons divided by total interactions x100). |
| Route fails | |
| Route fail rate | |
| Staffed | The number of users active on the queue. |
| Waiting | The number of users in the ready state. |
| In queue | The number of interactions currently in the queue. |
| Per minute | The number of interactions dealt with per minute. |
| Max queue time | The maximum queue time of current live interactions. |
Right hand panel
If you select a user from the 'Available Users' column, you will see information about that user for everything they have been involved in, via the side panel;
Fig.6 - With a user selected you can see information in the side panel.
The top section stats show overall numbers. The interactions sections will show a panel for each interaction they have currently and the calls section displays the call stats for that user for that day.
When you select a queue from the 'Grid Information' screen, you will see the following;
Fig.7 - The panel shows info for the queue for the current day.