Queue Observ (A)

Queue Observations - actively (A) updated with notifications.

This grid only supports the REALTIME interval.

Columns

  • Active Users Count - Observed number of active users in a queue.

  • Available Agents Count - Number of agents that are off queue and in the Available status.

  • Away Agents Count - Number of agents that are off queue and in the Away status.

  • Break Agents Count - Number of agents that are off queue and in the Break status.

  • Busy Agents Count - Number of agents that are off queue and in the Busy status.

  • Communicating Agents Count - Number agents currently on a call.

  • Idle Agents Count - Number of agents who are on queue and are available to take interactions, but are not working with interactions.

  • Interacting Agents Count - Number of agents working with interactions. This number includes agents completing after-call work.

  • Meal Agents Count - Number of agents that are off queue and in the Meal status.

  • Meeting Agents Count - Number of agents that are off queue and in the Meeting status.

  • Member Agents Count - Observed number of agents in a queue.

  • Not Responding Agents Count - Number of agents that did not answer an offered interaction. The agent could still be handling and completing other previous interactions.

  • Off Queue Agents Count - Number of agents that are Off Queue.

  • Off Queue Available Agents Count - Observed number of available agents that are off queue.

  • Off Queue Offline Agents Count - Observed number of offline agents that are off queue.

  • Offline Agents Count - Number of agents that are off queue and offline.

  • On Queue Agents Count - Number of agents that are on queue for a specific queue.

  • On Queue Interacting Agents Count - Observed number of interacting agents that are on queue.

  • Online Agents Count - The total number of all online agents.

  • Queue Id - ID assigned to a queue.

  • Queue Name - Name of a queue.

  • Training Agents Count - Number of agents off queue and in the Training status.

Calculation Parameters

The Grid function has these optional parameters:

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

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