How You View Queue Channel Summary Information

The Channel Summary displays data related to all the real-time work items in the queue.

Field	What You Need to Know
Real-Time Channel	The type of a real-time channel.
Waiting	The number of real-time notifications currently waiting to be assigned.
Assigned	The number of assigned real-time interactions.. This value changes depending on the option that's selected from the Time Interval drop-down list. For example, to see the number of interactions that were assigned in the last 4 hours, select 4 Hours from the Time Interval drop-down list.
Average Wait Time	The average time period that a real-time interaction waited in the current queue before it was assigned to an agent. This value changes depending on the option that's selected from the Time Interval drop-down list. For example, to see the average wait time of a real-time interaction in the last 2 hours, select 2 Hours from the Time Interval drop-down list.
Received	The number of real-time interactions that were received. This value changes depending on the option that's selected from the Time Interval drop-down list. For example, to see the number of interactions that were received in the last 8 hours, select 8 Hours from the Time Interval drop-down list.
Abandoned	The number of real-time interactions that were abandoned. This value changes depending on the option that's selected from the Time Interval drop-down list. For example, to see the number of interactions that were abandoned in the last 2 hours, select 2 Hours from the Time Interval drop-down list.