About the Fusion Queue dashboard

Use the Fusion Queue dashboard to view key performance indicators and real-time information on the status and efficiency of your queues.

Here's some common metrics you might see on the dashboard:

Queue performance metrics

• Active Queues. An indicator showing the number of enabled queues and their distribution of work (such as automated assignment to an available engineer or a manual assignment to an agent).
• Queued Work. The number of interactions waiting to be assigned to an agent.
• Assigned Work. The number of interactions assigned to agents.
• Abandoned Chats. The number of customer-initiated chats that ended before an agent could respond.

Agent performance metrics

• Agents Available.The number of agents currently associated as a queue resource.
• Agent Capacity. The real-time and non real-time capacity available for agents in your queue.