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Monitoring queues

Updated on March 25, 2020

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:

OccupancyThe percentage of the queue occupancy. The values are color-coded based on occupancy percentage.
  • Red - Queue occupancy is equal to or greater than 80%.
  • Orange - Queue occupancy is between 60% and 80%.
  • Green - Queue occupancy is less than 60%.
QueuesThe name of the queue.
Current wait timeThe estimated wait time in minutes to assign a new escalation for the queue to a CSR.
Queued conversationsThe total number of conversations that are escalated to the queue that are not yet assigned to a CSR.
Active conversationThe total number of ongoing conversations assigned to CSRs in the queue that are unresolved.
Active CSRsThe total number of CSRs who are logged in to the queue.
CSRs available to joinThe total number of available CSRs who are qualified and have the occupancy percentage to join the queue.

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