Call queues in Freshcaller gives call center admins and supervisors visibility into what the call volumes looks like.

The Live Dashboard tab in Freshcaller shows you the following details:

  • In Queue: Visibility into call queues

  • In Conversation: Ongoing conversation between agents and customers

  • Agents: Agent availability status and their last activity information

The In Queue section in the the Live Dashboard provides insights into the following information:

  • Number of callers waiting to reach an agent

  • Queue times for every caller

  • Average wait times for all callers in queue

  • Caller details including name and company from where they are calling (provided call details are saved)

As an admin or a supervisor, you can use Freshcaller to switch between multiple call queues you currently manage for various teams. As admins, when you see valuable customers waiting in the call queue, simply assign their calls on priority to available agents.