Monitoring queues
Using the Queue monitor, managers can determine when to add a Customer Service Representative (CSR) to a queue based on the level of activity in each queue and the availability of qualified CSRs.
The Queue monitor helps managers identify the level of activity in each queue by displaying the most highly-occupied queues at the top of the list. Each queue is color-coded based on its occupancy percentage.
The following table describes the details displayed in the Queue monitor:
| Column | Description |
| Occupancy | The percentage of the queue occupancy. The values are color-coded
based on occupancy percentage.
|
| Queues | The name of the queue. |
| Current wait time | The estimated wait time in minutes to assign a new escalation for the queue to a CSR. |
| Queued conversations | The total number of conversations that are escalated to the queue that are not yet assigned to a CSR. |
| Active conversation | The total number of ongoing conversations assigned to CSRs in the queue that are unresolved. |
| Active CSRs | The total number of CSRs who are logged in to the queue. |
| CSRs available to join | The total number of available CSRs who are qualified and have the occupancy percentage to join the queue. |
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