Agent Queue Page Navigation

Navigate to the Agent Queue page by selecting Monitor > Agents from the Navigation Panel.  The scope of the Agent Queue Page is modified when you select enterprise, call center or service level from the navigation panel. For example, if you are at the enterprise view you will see the enterprise Agent Queue Page. The call center campaign view is a call center Agent Queue Page. The service campaign view is a service Agent Queue Page. Additionally, the scope is defined by the access assigned to your user account.

In the below example, the Agent Queue page is selected to display at the service level.

The Agent Queue Page displays the following panels:

• Agents - Displays a list of agents signed into the Voice Portal, depending on the selected level (Enterprise, Call Center, Service). For more information, see 2021-10-17_10-33-40_Agents Panel.
  • At the service level, you can also specifically search the agents as Logged Into Service or Targeted by using See option.  For HCI services, you can specifically search for Clicker, Targeted or all agents..
    
• Hold Queue - Displays calls in the ACD queue waiting to be offered to an available agent. For more information, see Hold Queue .
  
• Agent Queue Graphs - Displays two graphs: Live Connect and Agent Averages. For more information, see 2021-10-18_14-41-55_Agent Queue Graphs.
• Agent States - Displays a pie chart with with the distribution of agents by status. For more information, see Agent States.
• Monitor - Displays a list of service-level real-time key performance indicators.  Transaction-level details (including calls on hold) are accessible via the See Calls button. For more information, see 2021-10-15_02-54-19_Monitor panel.