Queue Observations Active¶
Queue Observations Active - actively updated with notifications.
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.