HELP FILE
What is the real time summary page?
This page provides real-time updates on queues with high activity as well as general queue status. Available for legacy Insight Center and Support Center customers.
Note: You can filter which queue you are analyzing and click into the queue details to access more in-depth information. System admins can also enable visual notifications when a queue exceeds the defined warning and critical thresholds.
Widgets
| Metric | Description |
|---|---|
| Total Unattended Contacts | Number of contacts waiting to speak with an agent across the selected queue(s). The top five queues with unattended contacts are listed below. |
| Total Attended Contacts | Number of contacts currently speaking with an agent across the selected queue(s). The top five queues with attended contacts are listed below. |
| Total Current Contacts | Total number of contacts in the queue (unattended + attended). The top five queues are listed below. |
Queue Activity
| Metric | Description |
|---|---|
| Queue | Name by which the queue is identified. |
| Agents in Queue | Total number of agents logged into the queue. |
| Unattended Contacts | Number of contacts waiting to speak with an agent in the queue. |
| Attended Contacts | Number of contacts currently speaking with an agent in the queue. |
| Current Contacts | Total number of contacts in the queue (unattended + attended). |
| Longest Wait Time | Longest time a currently unattended contact has been waiting in the queue. |
| Longest Talk Time | Longest time a currently attended contact has been speaking with an agent in the queue. |