The In Queue section in the Live Dashboard allows you to view the number of callers currently waiting in the queues. This gives you visibility into the call volumes and helps you prioritize the call inflows. You can see the following information in this section:
Number of callers in the queue waiting to reach an agent
Waiting times for all callers in queue
Caller details including the name and company
The queue name where the caller is waiting
Who can view the callers in the queue?
The In Queue section in the live dashboard is visible to agents, supervisors, admins, and account admins.
Note: The Live Dashaboard access is given to agents only on request. However, it is enabled by default for supervisors and admins.
How to access the In Queue section?
- Log in to your account and click on the live dashboard tab from the left panel.
- Under the In Queue section, you can see the details.
- You can also switch between the queues using the drop-down option available at the top and see the number of callers waiting in the selected queue.