Call Queue Monitoring

Call Queue Monitoring

What Is a Call Queue Monitor?

A Call Queue Monitor is a real-time dashboard designed for supervisors or team leads who oversee call center activity. It provides a live snapshot of call queues, agent performance, and call handling metrics, helping ensure service levels are met and customer wait times are minimized.


Monitoring Call Queues

1. From the main menu on the left, navigate to "UC User" → "Call Queue Monitor"



2. Locate the queue you wish to manage from the list, and either:
  1. Select the name or label directly, or
  2. Select the three vertical dots on the right and then Edit.



3. You’ll be redirected to a detailed queue dashboard showing real-time metrics and statuses. You’ll see the following on the Queue Monitor page:
  1. Local Time & Date: Helpful for accounts operating in multiple time zones.
  2. Calls Waiting: Total number of callers currently in the queue.
  3. Longest Wait Time: The duration the caller at the front of the line has been waiting.
  4. Average Hold Time: Average time callers have waited before being connected.
  5. Average Talk Time: The typical duration of connected calls.
  6. Calls Answered/Abandoned: How many calls were handled versus dropped.
  7. Agent Overview:
    1. Agent Names
    2. Phone Status: e.g., online, ringing, busy
    3. Agent Status: e.g., available, on break, in call
    4. Calls Taken
    5. Last Call Time
  8. List of Calls Waiting:
    1. Queue Position
    2. Caller Phone Number
    3. Caller ID (if available)
    4. Current Wait Time



InfoNote: you can reset the queue statistics by clicking the yellow "Reset Queue Statistics" button at the top of the dashboard.