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Queues: Queue Status

To add Queue Status, drag the following icon into the panel:

WBElementsQQueueStatus1.png

Mandatory Configuration

Queue Status has one mandatory option - Call Queue.

How Queue Status Displays

The following box is rendered in the panel:

WBElementsQQueueStatus2.png

Queue Status displays a snapshot of the users in the configured call queue, how many are in which status and details about the calls waiting for their attention.

Queue Status Information Statistic Type Description
Available Agents Number How many users are currently available to interact within the call queue.
Busy Agents Number How many users are currently on a call.
Wrapped Up Agents Number How many users are currently in wrap up - this is a configured amount of time after a call ends to enable a user to wrap up the call details without interruption.
Logged Off Agents Number How many users are currently logged off.
Total Agents Number How many users are in the call queue, regardless of status.
Total Calls Queueing Number How many calls are currently in the queue.
Longest Time in Queue Duration The longest amount of time a call currently in the queue has been in the queue.
Most Dial Attempts Number The highest number of dial attempts any call currently in the queue has made.

Options

When clicking on the Queue Status Options button, the following pop-up box is opened:

WBElementsQQueueStatusOptions.png

Option Default Type of Update Description
Title Queue Status Free text The title given to this configured element for identification purposes.
Call Queue Blank, but mandatory Drop down list This is the call queue about which the status is to be displayed. Call queues are configured within the Portal.
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