How You View Queue Information
The Queues table on the Queues dashboard lists statistics about both real-time and non-real-time work items.
Field |
What You Need to Know |
---|---|
Name |
The queue name. Click the Name link to open the Summary tab in the Queue Details window. |
Description |
A description of the queue. |
Enabled |
Tells you if a queue is enabled or disabled. Select a value from the Show drop-down list to display Enabled, Disabled, or All queues. |
Distribution |
Specifies whether routing is automatic or manual. |
Created |
The date and time when the queue was created. |
Agent |
Lists the number of agents assigned to a queue, individually or as a part of a resource team. |
Resource |
Lists the number of resources assigned to the queue. Click the Resource link to open the Resources tab in the Queue Details window. |
Resource Teams |
Lists the number of resource teams that are associated with the queue. Click the Resource Teams link to open the Resource Teams tab in the Queue Details window. |
Assigned |
Lists the number of work items that are assigned to an agent. This value changes depending on the option 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. |
Waiting |
Lists the number of work items currently waiting to be assigned, in the specified time interval. |
Received |
Lists the number of work items that came into the queue in the specified interval of time. This value changes depending on the option 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 |
Lists the number of work items that were abandoned in the specified interval of time. This value changes depending on the option 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. |
Real-Time Capacity |
Specifies the percentage of the total capacity that's available to handle real-time work assignments. |
Non-Real-Time Capacity |
Specifies the percentage of the total capacity to handle non-real-time work assignments. |