Viewing a Queue

To view a specific queue group, Click on the Header bar for the Queue you want to see details on

This pulls out a sidebar to the right that shows you the queue group’s real-time information and the Queue Header bar will be blue now.  Click on the Header bar again to hide the ream time information slide out.

Under Agents, you can see all agents in that queue.

Clicking on the yellow pause icon next to their name will pause the agent.

Clicking on the green play icon next to their name will unpause the agent.

Under the agent’s name, you can see if they are set to ignore, busy, or ring in use. You will also see their total calls taken and delay time.

Next to the Agents tab is the Call tab. Here you can view all active calls happening in that queue group.

From within the Calls tab you can click on the Pickup button  to transfer the caller out of queue to yourself or any other user on the system.

At the bottom of the AGENTS tab on the right side panel there are options to pause and un-pause all users in the queue group

You can hide the queue details slideout (the right side panel) by clinking on the X icon on the top right of it.