You can use the Hold Queue widget of the voice monitor dashboard to view the calls that are in the Automatic Call Distributor (ACD) queue, waiting to be offered to an available agent.
You can customize the table that appears on the Hold Queue widget by using the Customize Columns icon 
.
- For information about how to customize the table, see Customizing a Table 1.
- This widget is available at the enterprise, call center, and service levels.
- For information about how to access the voice monitor dashboard for a given level, see Monitor Tab.
Hold Queue Statistics
The following table describes the columns that can be displayed on the Hold Queue widget.
| Column | Description |
|---|---|
| Service ID | ID of the service associated with the call that is in the queue. |
| Service Name | Name of the service associated with the call that is in the queue. |
| Name | Name of the customer whose call is waiting in the queue. |
| Agent Skill | Skill associated with the agent. |
| Account | Account number associated with the call that is in the queue. |
| Customer Phone | Phone number associated with the call that is in the queue. |
| Priority | Priority of the call that is in the queue. |
| Duration | Duration for which the call has been in the queue, in minutes and seconds. |