To better manage the assignments of Customer Service Representatives (CSRs)across queues and reduce customer waiting times, contact center managers can use the Queue monitor and CSR monitor in the interaction portal. The Queue monitor shows the activity levels of each queue, with all relevant details. The Queue monitor organizes the queues in descending order of activity and allows you to add or remove CSRs from the queue, based on their occupancy. The CSR monitor also provides a detailed view of the workload of each CSR reporting to you.

• Monitoring CSR work
• Monitoring queues
• Managing queues and CSR work