Queue Widgets
This article is a companion document for the SwitchboardQueue Widgets video.Queue Widgetsgive you the ability to monitor and view real time information for queues that you're a member or manager of. The four mainQueue Widgetsare:Queue Overview,Queue Member Activity,Queue Calls Waiting, andMy Queues.
Queue OverviewThis gives you overview statistics for the queues you choose. You can see the number of calls waiting, how many members are in the queue (and how many are busy), as well as see how may calls have been taken, missed, or abandoned. You can also see the average call time for each queue.
This widget shows you each member of the queue, their current status, their login status, whether they are on the phone, and who they're talking to.
You can also see if the user is on a queue or non-queue call.
Finally, you have access to training tools: Monitor, Record, Whisper, and Barge, as well as access to the user's contact card by clicking on their name.
This lets you know how many calls are waiting in the queue, and for how long. You can also set up notifications for this panel to ensure you are alerted if customers are waiting longer than you'd like.
This widget gives queue members the ability to log in and out, and see their own statistics so they can track their performance everyday.