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 If that menu or the panel is missing, confirm the firmware and client versions above are met: an out-of-date client is the most common reason it does not appear.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 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.

   

4. Optional: Click the expand icon 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, the waiting call panel, the active call panel, and the agent panel.

   

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.

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.

   

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).
   • Sort: optional; controls where the group appears in the queue list.

5. Click Save.

6. Select the new group from the drop-down list.

   

All queues

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

Note

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

Call statistics panel

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

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 tag marks a call where the caller has requested a callback.

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 tag marks a call that is a callback.

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.

Queue status

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

Icon	Meaning
	The agent is logged in to the queue and available to take a call.
	The agent has logged out of the queue.
	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.

Search and filter

Use the search and filter controls to find agents quickly.

Control	What it does
	Search for a specific agent by name.
	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.