View my current queues - How do I?
- Kelli Higdon
Click on A.C.D. --> view queues
All queues are displayed. An explanation of each column follows:
Del: Delete the queue. You should remove all agents from the queue before you delete it to ensure that no settings linger within the system's configuration files.
Name: the name of the queue
Hold: the number of callers currently holding in the queue
Hold Time: the cumulative hold time of all callers currently holding in the queue. When you clear queue stats (located at the bottom left-hand corner of the Admin Panel), this value returns to zero
Comp.: the total number of completed calls (e.g. calls that were answered by an agent) since the queue's stats were last cleared
Aband.: the total number of abandoned calls (e.g. calls that reached the maximum hold time specified in the queue's configuration or when a caller hung up before an agent answered the call regardless of the total time the caller was holding) since the queue's stats were last cleared
Queue Agents: the extension and name of each ACD Agent on a per-queue basis
All stats cleared ~ : the date and time when all queue stats were last cleared
Â
NOTE: You can use the Search box at the top right-hand corner of the queues section in order to quickly narrow down the list of visible queues. This feature is particularly useful for larger call centers that may have dozens of queues.
Â