Overview of the Queues Dashboard
Use the Queues dashboard to view statistical data about all queues such as the assignment mode, the number of agents assigned, and those interactions waiting to be assigned. Drill down on a queue to view information about pending work items within the queue.
Use this data to analyze and monitor routing. You can manually move interactions within a queue, to another queue, or you can assign the work item to an agent.
Work items can also be rerouted automatically based on assignment rules. If you click Reroute, and either the rules or properties have changed, the work item goes to a different queue. If the work item had previously been routed manually, rerouting assigns the work to the queue which corresponds to the automatic rules.
Once a work item is assigned to an agent, it's no longer listed on the Queue Dashboard.