Queue Monitoring

Articles

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Queue Monitoring Overview

What is Queue Monitoring Feature?With Queue Monitoring feature, supervisors get's a bird's eye view of all their queues in real-time. At the same time, supervisors can drill down on the individual queues to monitor and analyze key metrics like SLA, Customers Waiting, Average Wait Time, Aba

Knowledge Base Article

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Queue Monitoring Overview

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Why Queue Monitoring is crucial for Supervisor?

Supervisors can use queue monitoring to check the pending cases, total wait time, SLAs and agents associated with different queues on one screen. ​Increase your team's efficeincy Monitor the overall health of Queues and agents present in queues to effectively manage influx of cases that are com

Knowledge Base Article

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Queue Monitoring

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Deep Dive into the Queue Monitoring Screen

Queue Monitoring TabAll the queues shared with the supervisor are accessible from the left of the screen. Supervisors can view a quick snapshot of the queue from the card. They can also click on the queue card to view the agents working in that queue and monitor the overall health of the queue by tr

Knowledge Base Article

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Deep Dive into the Queue Monitoring Screen

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Configuration Steps

The live queue monitoring feature is available in Supervisor Console by default. Supervisor can create new dashboards and can customize queue cards by adding metrics. Actions on Queue CardsActionsDescriptionManage ColumnsThe supervisor has the control to show all or specific colums by clicking the M

Knowledge Base Article

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Queue Monitoring

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