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