# Access and use Queue Panel

The Queue Panel gives a queue agent a single, real-time view of how their queues are performing. This page walks through opening the panel in the Cloud Voice App and reading each of its sections.

## Requirements

Before you begin, confirm the following:

- Your Cloud Voice system is running firmware **84.19.0.70** or later.
- Your client meets the minimum version for the Queue Panel:

| Client | Requirement |
| --- | --- |
| Cloud Voice App (Web) | A supported browser: **Chrome 87** or later (recommended), **Edge 87** or later, or **Opera 72** or later. |
| Cloud Voice App (Desktop) | Version **1.13.1** or later. |

:::note
The Queue Panel sits under **Call Center Console** in the Cloud Voice App. If that menu or the panel is missing, confirm the firmware and client versions above are met: an out-of-date client is the most common reason it does not appear.
:::

## Open the Queue Panel

1. Sign in to the Cloud Voice App (Web or Desktop) and go to **Call Center Console > Queue Panel**.
2. If you are a member of more than one queue, choose which queue or queues you want to track. See [Set the queue range](#set-the-queue-range) below.
3. Choose the reporting period from the time-range selector:
   - **Today**: statistics for the current day.
   - **This Week**: statistics for the current week.
   - **This Month**: statistics for the current month.

   ![Time-range selector at the top of the Queue Panel with Today, This Week, and This Month options](/images/pbx/queue-panel-select-date-1.png)
4. Optional: Click the expand icon ![Expand icon](/images/pbx/expand.png) to pop the panel out into its own browser window. This lets you keep more than one queue open side by side, for example, one window for the Service queue and another for the Sales queue.
5. Review your queues using the four panels described below: the [call statistics panel](#call-statistics-panel), the [waiting call panel](#waiting-call-panel), the [active call panel](#active-call-panel), and the [agent panel](#agent-panel).

   ![Queue Panel layout showing the call statistics, waiting call, active call, and agent panels together](/images/pbx/queue-panel-173.png)

## Set the queue range

The queue selector sits in the top-left corner of the panel. Use it to scope the statistics to one queue, a custom group of queues, or every queue you belong to.

### A single queue

1. Click the current queue name in the top-left corner.
2. Pick the queue you want from the drop-down list.

![Queue drop-down list with a single queue selected](/images/pbx/select-a-queue.png)

### A group of queues

Build a group when you want combined statistics for several related queues.

1. Click the current queue name in the top-left corner.
2. In the drop-down list, select **Custom**.
3. In the window that opens, click **Add**.

   ![Custom queue window for creating a queue group](/images/pbx/custom-queue.png)
4. Define the group:
   - **Group Name**: a label that helps you recognize the group.
   - **Queue**: select the queues to include from the drop-down list.
   - **SLA Alarm Threshold (%)**: the SLA (Service Level Agreement) percentage at which the panel raises an alert. SLA measures how many calls are answered within the queue's target response time (see the [call statistics panel](#call-statistics-panel)).
   - **Sort**: optional; controls where the group appears in the queue list.
5. Click **Save**.
6. Select the new group from the drop-down list.

   ![Queue drop-down list with a saved queue group selected](/images/pbx/select-queue-group.png)

### All queues

1. Click the current queue name in the top-left corner.
2. In the drop-down list, select **All**.

![Queue drop-down list with All selected](/images/pbx/select-all-queue.png)

:::note
To adjust the **SLA** threshold used for the All range, select **Custom** instead and edit the rate in the window that opens.

![SLA threshold field being edited for the combined queue view](/images/pbx/adjust-sla-for-all-queue.png)
:::

## Call statistics panel

This panel summarizes call activity for the selected queue range and time period.

![Call statistics panel showing SLA and call totals](/images/pbx/queue-call-statistics-panel-1.png)

| Metric | What it shows |
| --- | --- |
| SLA | The share of calls answered within the queue's target response time, as a percentage. |
| Answered Calls | The total number of calls agents answered during the period. |
| Abandoned Calls | The total number of calls callers abandoned during the period. |
| Missed Calls | The total number of calls the queue missed during the period. |
| Max Waiting Time | The longest a caller waited before a call was answered during the period. |
| Average Waiting Time | The average wait time across all queue calls during the period. |
| Average Talking Time | The average talk time across all queue calls during the period. |

:::tip
Click the **Abandoned Calls** or **Missed Calls** widget to open the related call logs, where you can review the details and update each call's processing status.
:::

## Waiting call panel

The waiting call panel lists incoming calls that are currently ringing or waiting in queue, updated in real time. For each call you can see the caller, callee, queue, status, time, and further details, and you can act on the call directly from the panel.

:::note
A ![Queue callback tag](/images/pbx/QCB%20tag.png) tag marks a call where the caller has requested a callback.
:::

![Cloud Voice, waiting call panel with filters applied to queued calls](/images/pbx/qp-waiting-calls-filter.png)

## Active call panel

The active call panel shows calls that have been answered and are still in progress, updated in real time. As with waiting calls, you can see the caller, callee, queue, status, time, and details, and manage each call as needed.

:::note
A ![Queue callback tag](/images/pbx/QCB%20tag.png) tag marks a call that is a callback.
:::

![Cloud Voice, active call panel with filters applied to connected calls](/images/pbx/qp-active-calls-filter.png)

## Agent panel

The agent panel shows every agent in the selected queues, including their presence, queue status, and personal call statistics.

### Agent presence

Hover over an agent's presence icon to see their current presence status.

![Agent presence status shown on hover](/images/pbx/agent-presence.png)

### Queue status

The queue-status icon next to each agent indicates whether they are taking calls from the queue:

| Icon | Meaning |
| --- | --- |
| ![Logged in](/images/pbx/login.png) | The agent is logged in to the queue and available to take a call. |
| ![Logged out](/images/pbx/logout.png) | The agent has logged out of the queue. |
| ![Paused](/images/pbx/pause.png) | The agent has paused, so the queue is not sending them calls. |

### Switch the view

The panel opens in **Standard View** by default. Click **View Switch** to move to **Compact View**, which fits more agents on screen so you can monitor and manage them at a glance.

![Standard and compact views of the agent panel](/images/pbx/view-switch-1.png)

### Search and filter

Use the search and filter controls to find agents quickly.

![Search and filter controls on the agent panel](/images/pbx/qp-filters.png)

| Control | What it does |
| --- | --- |
| ![Search](/images/pbx/search.png) | Search for a specific agent by name. |
| ![Online agents filter](/images/pbx/agent-status-entry.png) | Show only online agents, those whose extension is online (signed in to the Cloud Voice App or registered on an endpoint) **and** whose agent status is **Log In**, **Unpause**, or **Pause**. |