HELP FILE

This page provides real time updates on high level activity queues and general queue status. The data is generated in real time without needing to refresh the page. You can access more in-depth information about each queue and filter which queue(s) you are analyzing. System admins can enable visual notifications to display when a queue exceeds the defined warning and critical thresholds.

Understand the data

Launch Wallboard

  • Opens a visual communication tool used to publicly display real time information related to your contact center’s performance. Use the queue selector to refine which queues are displayed within the wallboard.

Widgets

  • 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

  • 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.