6.1.3 Viewing Queue Activity

(Video instructions available: Viewing Queue Activity and Filtering for Callbacks Waiting)

The Queue Activity view allows supervisors to display current activity-related queue metrics. Select the help button in the bottom left corner of the window for help text specific to this view.

6.1.3.1 Queue Activity Summary View

The Queue Activity Summary view displays the current activity occurring in all queues in your line of business. The information displayed includes number of calls waiting; number of current interactions; service level percentage; number of agents on and off queue; number of agents in each status; number of agents interacting, communicating, idle, and not responding for all queues. For information about selecting queues and saving views See Section 6.1 Introduction to performance.

To open the Queue Activity Summary view:

Click Performance > Workspace > Contact Center > Queue Activity
The Queue Activity Summary displays.
Select the checkbox next to Name to see a summary of all the queues in your line of business or select the checkbox next to specific queues. Click Add to filters button once the desired selection is made.
The summary of all selected queues displays. Click the plus sign on the right to add or remove columns. Click and drag each column to rearrange in a different order.
To view voice and callback calls, select All from the Media Type filter options.

Note

When you leave this view within the tab, the filter resets to display only voice calls, not all media types. For instance, if you switch to the Performance view and then return to the Activity view, only voice calls are shown. To see all media types including call back, click the filter button and select All from the Media Type options.

This page last updated in Release Number: 25-02
Release Date:08/13/2025
Effective Date: 08/13/2025