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.