Access and Use Queue Panel

The Queue Panel gives a queue manager a real-time view of how one or more queues are performing. From a single screen you can read call statistics, act on calls that are waiting or in progress, and keep track of every agent’s availability. This page explains how to open the panel and what each part of it shows.

Before you begin

Confirm the following are in place:

• The Cloud Voice server is running firmware 84.19.0.70 or later.
• The Cloud Voice App you use to open the panel meets the minimum version below.

Client	Requirement
Cloud Voice Web App	Google Chrome (recommended)	Chrome 87 or later
	Microsoft Edge	Edge 87 or later
	Opera	Opera 72 or later
Cloud Voice Desktop App	Version 1.13.3 or later

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 manage more than one queue, choose which queues to display. The statistics on the panel update to match your selection.

   A single queue

   

   a. In the top-left corner of the panel, click the current queue.

   b. Pick the queue you want from the drop-down list.

   A group of queues

   

   a. In the top-left corner of the panel, click the current queue.

   b. In the drop-down list, select Custom.

   c. In the window that opens, click Add to create a queue group.

   d. Set up the group:

   • Group Name: Give the group a name you’ll recognize.
   • Queue: From the drop-down list, choose the queues to include.
   • SLA Alarm Threshold (%): Set the SLA (Service Level Agreement) rate that triggers an alert. SLA here is the percentage of calls answered within your target response time. If the queue falls below this figure, the panel raises an alert.
   • Sort: Optional. Change where the group appears in the queue list.

   e. Click Save.

   f. In the drop-down list, select the queue group.

   

   All queues

   

   a. In the top-left corner of the panel, click the current queue.

   b. In the drop-down list, select All.

   Note

   To change the SLA threshold for this range, select Custom instead and edit the rate in the window that opens.

   

3. Choose a time range for the statistics:

   • Today: Figures for the current day.
   • This Week: Figures for the current week.
   • This Month: Figures for the current month.

   

4. Optional: Click to open the panel in its own browser window. This lets you watch several queues side by side, for example, the Service queue in one window and the Sales queue in another.

5. Review and manage calls and statistics in each part of the panel.

   

   • Call statistics panel
   • Waiting call panel
   • Active call panel
   • Agent panel

Call statistics panel

This panel summarizes call activity for the queues and time range you selected.

Metric	What it shows
SLA	The share of calls answered within the queue’s target response time.
Answered Calls	The total number of calls agents answered during the period.
Abandoned Calls	The total number of calls 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 among all answered calls in the period.
Average Waiting Time	The average wait across all queue calls in the period.
Average Talking Time	The average talk time across all queue calls in 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

This panel lists every incoming call that is currently ringing or waiting, 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 as needed.

Note

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

Active call panel

This panel lists answered calls that are in progress, in real time, showing the caller, callee, queue, status, time, and details. You can manage these calls as needed.

Note

A tag marks a call that is a callback.

Agent panel

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

Agent presence

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

Queue status

Icon	Meaning
	The agent is logged in to the queue and available to take calls.
	The agent has logged out of the queue.
	The agent has paused taking queue calls.

View switch

The panel opens in Standard View by default. Click View Switch to change to Compact View, which fits more agents on screen so you can review and manage them faster.

Search and filter

Use these controls to find agents quickly.

Option	Description
	Search for a specific agent.
	Show only online agents that meet both of these conditions: the extension is online (signed in to a Cloud Voice App or registered on an endpoint), and the agent status is Log In, Unpause, or Pause.