Queue Panel Overview

The Queue Panel is the real-time hub for running your call center. From one screen you can read live call statistics, act on calls as they ring and connect, set each agent’s availability, and follow up on calls that were missed or abandoned. This page covers what the panel offers and how permissions decide which of those actions are available to you.

Requirements

You open the Queue Panel from the Cloud Voice App. Make sure the app you use 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 1.10.2 or later

Caution

The Queue Panel will not load on versions older than the ones listed above. If someone cannot find the panel, check their browser or app version first and update it before troubleshooting anything else.

What the Queue Panel does

The panel keeps everything you need to run a queue on a single, uncluttered screen. Use it to:

• Track call statistics for each queue and for each individual agent.
• Set an agent’s queue status, log in, log out, pause, or unpause.
• Handle live queue calls:
  • Call distribution: redirect incoming calls and transfer connected ones.
  • Call connection: pick up a ringing call or hang up an active one.
  • Call parking: park a call.
  • Call recording: monitor recording and switch it on or off.
  • Call monitoring: listen in on a call, whisper to the agent, or barge in.
• Work through missed and abandoned calls by moving each one through its processing status: not deal, dealing, and dealt.

Note

Call monitoring has three modes, and they differ in who can hear you:

• Listen (silent monitoring): you hear both sides of the call, and neither the agent nor the caller hears you.
• Whisper: only the agent hears you, so you can coach them mid-call while the caller hears nothing.
• Barge in: you join the live conversation, so both the agent and the caller hear you.

For the step-by-step procedures, see Access and Use Queue Panel.

Permissions

What you can actually do on the panel depends on the permissions your system administrator grants you. Each capability below is controlled separately:

• Switch agents’ status.
• Manage call distribution (redirect, transfer, and drag-and-drop operations).
• Pick up or hang up agents’ calls.
• Use call monitoring operations (listen, whisper, and barge in).
• Park calls.
• Switch an agent’s recording status.
• Show matching results from company contacts.

Note

When the company-contact matching permission is turned on, it overrides the user’s own contact visibility rules so that the matching results can be shown.