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If you’re a member of one or more call center queues, they appear in the left sidebar under Call Centers. From here you can manage your availability, monitor live activity, and review call history.

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Setting your availability status

Your current status is shown at the top of the Call Centers section in the sidebar.
  • Available (green) — you will receive calls from your queues.
  • Off Duty (red) — you will not receive calls from your queues.
To change your status, click the status dropdown next to Call Centers and select Available or Off Duty.
Set yourself to Off Duty before stepping away so calls route to available agents.
Click any call center name in the sidebar to open its detail page. The detail page has the following tabs:
TabDescription
Live CallsCalls currently active in this queue. Shows caller, agent, and duration. Auto-refreshes every 5 seconds.
On HoldCalls waiting in the queue to be answered. Shows wait time.
AgentsAgents assigned to this queue and their current status.
ActivityRecent call history for this queue.
MissedCalls that went unanswered in this queue.
RecordingsRecorded calls from this queue. Visible to admins only.
Click the refresh icon on the Activity, Missed, or Recordings tabs to load the latest data.

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All call centers view

Click All Call Centers at the bottom of the Call Centers section in the sidebar to see an overview of every queue you have access to.