Queue monitoring and dashboard
The queue monitoring dashboard provides real-time visibility into call queue performance. You can see how many callers are waiting, current wait times, which agents are available, and key statistics like calls taken and missed. Supervisors can answer specific waiting callers, manage agent status, and use barge and coach features directly from the dashboard.
Overview
The queue monitoring dashboard updates in real time as calls arrive, agents connect, and callers are served. It's the central hub for day-to-day call center management.
Admins see all queues in the dashboard. Non-admin users see only the queues they belong to.
Queue statistics
Each queue displays a set of real-time counters organized into three sections.
Calls waiting
Number of callers currently in the queue
Max wait time -- a live timer showing how long the longest-waiting caller has been waiting
Color coding indicates urgency:
Yellow -- the longest wait time exceeds the queue's warning threshold
Red -- the longest wait time exceeds the queue's critical threshold
Configure the warning and critical thresholds in the queue's settings.
Members
Active -- agents who are connected and in Available status, ready to receive calls
Busy -- agents who are connected but currently unavailable (on a call, in wrap-up, or set to Unavailable)
Past calls (today)
Daily statistics reset at midnight:
Taken -- calls answered by agents
Missed -- calls that ended without being answered (abandoned by the caller or timed out)
Avg Call Time -- average duration of answered calls
Avg Wait Time -- average time callers waited before being connected to an agent
Voicemails -- count of voicemail messages left for this queue. Selecting the voicemail count opens the queue's shared voicemail inbox.
Waiting calls list
Below the statistics, each caller currently waiting in the queue is listed with:
Phone number (formatted)
Wait duration -- a live timer showing how long the caller has been waiting
Answering a specific caller (cherry-pick)
Supervisors and agents can answer a specific waiting caller instead of waiting for automatic assignment. Select the Answer button next to a caller in the waiting list to connect that call directly to your softphone.
This is useful when a supervisor sees a high-priority caller or a call that has been waiting too long.
Agent status within a queue
Each queue displays a table of its member agents with:
Agent name
Ringing indicator -- shows when a call is currently ringing to this agent
Busy indicator -- shows when the agent is on an active call
Taken -- calls this agent has answered today from this queue
Missed -- calls this agent has missed today from this queue
Status color coding
Agent status uses color coding for quick visual reference:
Status | Color | Meaning |
|---|---|---|
Available | Green | Ready to receive calls |
On Call | Orange | Currently on an active call |
Wrap-Up | Orange | In post-call wrap-up with countdown timer |
Unavailable | Red | Logged in but not accepting calls |
Offline | Red | Not connected to the phone system |
Supervisor actions
Supervisors and admins have additional capabilities from the queue monitoring dashboard. Right-click on an agent to access the context menu.
When the agent is not on a call
Set Status -- change the agent's activity status (e.g., set them to Available or Unavailable)
When the agent is on a call
Coach -- open a private audio channel to the agent. You can speak to the agent, but the caller cannot hear you. This is useful for guiding agents through difficult calls.
Barge (Muted) -- join the call in listen-only mode. Neither the agent nor the caller can hear you. Use this for silent quality monitoring.
Barge (Unmuted) -- join the call as an active participant. All parties can hear you. Use this to intervene directly in a call.
Set Status -- change the agent's activity status
Barge and coach require Supervisor or Admin permissions. Users with the standard User role cannot access these features. See Permissions and roles.
Resetting queue statistics
Supervisors can reset a queue's daily statistics (taken, missed, averages) by selecting the Reset Queue button. This clears the counters and starts fresh. Resetting is useful at the start of a shift or when you want to measure a specific time period.
Agent status panel
Alongside the queue dashboard, the agent status panel shows all agents visible to you (admins see all agents; non-admins see agents in their shared queues).
Each agent card shows:
Name and initials avatar
Extension number
Current status (available, on call, or offline)
Call duration timer (when the agent is on an active call)
Interacting with agents
The action buttons on each agent card change based on your current call state and the agent's status:
Your status | Agent status | Available actions |
|---|---|---|
Not on a call | Available | Call this agent |
On a call | Available | Conference in, Transfer to |
Any | On a call | No actions (agent is busy) |
Any | Offline (with voicemail) | Leave voicemail |
Any | Offline (no voicemail) | No actions available |
Filtering and searching
Search -- filter agents by name or extension
Show Offline toggle -- include or exclude disconnected agents from the list
Online count -- badge shows the number of agents currently online out of the total (e.g., "4/7")
Related pages
Call queues -- configure queue settings, thresholds, and membership
Permissions and roles -- role requirements for barge, coach, and status management
Transfers and conferencing -- barge and coach details
The softphone interface -- agent status management from the softphone
Voicemail -- managing shared queue voicemail