Queue Observ By Media Type (P)

Queue Observations By Media Type - passively (P) updated (produces more API requests for your organization).

This grid only supports the REALTIME interval.

Columns

  • Interacting Count - Number of interactions assigned to the queue that agents are currently interacting with.

  • Longest Interaction - Maximum amount of time spent interacting in a queue.

  • Longest Waiting - Amount of queue time of the longest waiting task.

  • Media Type - Media type of the contact, such as telephony, email, or chat.

  • Queue Id - ID assigned to a queue.

  • Queue Name - Name of a queue.

  • Waiting Count - Number of interactions waiting to be answered. Waiting is calculated by the sum total of interactions waiting.

Calculation Parameters

The Grid function has these optional parameters:

  • Media Type - Allows you to select from a list of media types.

  • Media Type Group - Allows you to select from a list of media type group names.

  • Queue - Allows you to select from a list of queue names.

  • Queue Group - Allows you to select from a list of queue group names.