| In Queue | |
| Callers | The number of callers that are currently held in the queue. If this exceeds the Caller Queue Warning Threshold (as configured by a company administrator under Call Handling > Queues > KPIs), it is highlighted. |
| Avg Time | The average time (in minutes and seconds) that callers have been waiting in the queue. If this exceeds the Service Level Target (as configured by a company administrator under Call Handling > Queues > KPIs), it is highlighted. |
| Total Time | The total time (in minutes and seconds) that callers have been waiting in the queue. |
| Longest Time | The longest time (in minutes and seconds) that a caller has waited in the queue. |
| Service Level | The percentage of queued calls that are currently being answered within the configured time period. If this drops below the Service Level Warning Threshold (as configured by a company administrator under Call Handling > Queues > KPIs), it is highlighted. |
| Availability | The number of connected calls (answered calls), as a percentage of the total calls in the queue. |
| With Agent | |
| Callers | The number of calls that are currently being handled by agents. If this drops below the Availability Warning Threshold (as configured by a company administrator under Call Handling > Queues > KPIs), it is highlighted. |
| Avg Time | The average talk time with callers (in minutes and seconds). If this exceeds the Call Time Target (as configured by a company administrator under Call Handling > Queues > KPIs), it is highlighted. |
| Total Time | The total talk time with callers (in minutes and seconds). |
| Longest Time | The longest talk time with a caller (in minutes and seconds). If this exceeds the Call Time Target (as configured by a company administrator under Call Handling > Queues > KPIs), it is highlighted. |
| Available/In Call | |
| Agents | The number of agents that are currently available (out of the total number of agents assigned to this queue) and the number that are currently handling calls. For example, 3/5 under In Call would mean that three agents (out of a total of 5 agents assigned to this queue) are handling calls. Agents who remove themselves from a queue no longer count towards the number of available agents. |
| External Destinations | The number of external destinations that are currently available (out of the total number of external destinations assigned to this queue) and the number that are currently handling calls. For example, 3/5 under In Call would mean that three external destinations (out of a total of 5 external destinations assigned to this queue) are handling calls. |
Related tasks
Viewing live call queues