You can view the real-time state of each call queue that you supervise and the level of service provided.
Click play to watch a video overview on viewing live call queues.
To view live call queues, click Data > Live Data on the menu bar. Under Queues, you can see all call queues that you monitor.
Step 1:
To collapse the Queues section, click:
Step 2:
To expand the Queues section, click:
The colour of the call queue provides an at-a-glance view of its current state. The colours used depend on the theme that has been set up for your company (by a company administrator under System > Themes > Colors) to denote the statuses of queues and agents. The following is an example only:
| Colour | Current state |
| Green | The queue status is good: (agents are available, handling calls, and the KPIs for availability and service level are within the set limits). |
| Orange | The queue status is at a warning level: (agents are available, handling calls, but the KPIs for availability and/or service level are exceeding the set limits). |
| Grey | Unavailable. Note: This is the default colour, which cannot be changed in the theme. |
How the data is presented depends on the view that you are in.
Procedure #
- To view a list of call queues (Compact View), click:
Icons next to the name of each call queue denote the following:
| Icon | Description |
 | The number of calls for this call queue that are currently being handled by agents |
 | The number of calls that are currently waiting in this call queue |
To view more detailed information, click the appropriate call queue.
- To view a summary of information for each call queue, in individual summary boxes (Detail View), click:
To view more detailed information, for the appropriate call queue click:
- To view a summary of information for each call queue, in a combined table (Table View), click:
To view more detailed information, for the appropriate call queue click:
- To display dropdown lists of filter options for call queues, click:
Call queues can be filtered by:
- Queue name
- Call type
- Queue statistics (table columns)
- To filter queues on specific criteria, tick the appropriate checkboxes in the dropdown lists.
- To reset (cancel) any criteria that you have selected, untick the checkboxes.
Parent topic: Calls management
Related tasks
Overflowing queued calls to another agent group
Related reference
Queue: summary
Queue: details
Queue: table