If you’re assigned to more than one queue, pick a queue from the dropdown to work in it. Everything below (logging in, pausing, filters, and stats) applies to the queue you select. An agent icon next to a queue means you’re an agent in that queue.
Toggle the Logged In switch on or off. Your status shows the queue name with a green indicator when you’re logged in, or a red indicator when you’re logged out.
To pause yourself in the queue, click the dropdown next to your profile and pick a reason. While you’re paused, your status shows an orange indicator with the queue name and the reason. To unpause, select Available.
Completed Calls: Completed calls, split into inbound and outbound.
Agents: Ratio of available agents to callers.
Total Talk Time: Talk time, split into inbound and outbound.
Total Wait Time: Total wait time, with the shortest and longest waits.
Hourly Call Volume: A bar graph of calls per hour, with colors for inbound calls, inbound duration, abandoned calls, outbound calls, outbound duration, exit key, and exit timeout.
Completed SLA (30s): Calls completed within the 30-second service level agreement (SLA), and the service level achieved.
Abandoned Calls: Abandoned calls and the abandon rate.
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