Queue monitoring

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Drilldown to Queue Pending and In-progress Cases

Unified Routing provides the capability to supervisors to view details of specific queues which helps in analysing how cases are assigning to the agents. To view queue details, Click on three dots beside any work queue name and click View Details. This will open a third pane on the right with differ

Knowledge Base Article

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Queue monitoring

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Monitoring Agents Part of the Queue

Unified Routing provides the capability to supervisors for monitoring the activity of agents assigned to the work queue. This is done by simply clicking on the Monitor Queue button in the Queue Name column. ​This will open a new screen showing all the agents assigned to the Work Queue in a tabular f

Knowledge Base Article

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Queue monitoring

Getting Started with Sprinklr Service

Sprinklr Service Glossary

Service Channels

Inbound Voice

Outbound Voice & Dialers

Case Management

Automation and Assignment

Introduction to Scheduler Engine

Setting up Agents for Routing

Scheduler Engine vs Triggers

Approval Workflows

Introduction to Assignment Engine

Introduction to Rule Engine

Setting up Assignment Engine

Types of Rules

Case Sampling

SLA Configuration

Triggers

Assignment Engine Use Cases

Capturing Timestamps

Rule Batches

Unified Routing Overview

How Unified Routing works ?

Basics of setting up Unified Routing

Setting up Skills

Setting up Agent Capacity

Setting up Queues

Setting up Queue based routing

Setting up Skill based routing

Using AI in routing

Additional Use Cases

FAQs

Queue monitoring

Assignment Failures and Troubleshooting

Reporting

Unified Agent Desktop

Supervisor Console

Surveys

Journey Facilitator

Workforce Management

Reporting and Analytics

Conversational AI

Digital Twin

IVR

Knowledge base

Community

Quality Management

Conversational Analytics

Agent Assist

Sprinklr AI+

Customer-Facing Guided Workflows

Service Agent Personas