The Queue Monitor widget provides visibility on calls waiting in the queue, such as longest wait time and the availability of agents per queue.
Note: The longest wait time indicator appears on the widget only if there are calls waiting to be answered.
Creating a Queue Monitor widget
From your Live Reports dashboard, click the Add Widget tile found after any other widgets on the dashboard.
Select Queue Monitor from the Add Widget window choices. A new Queue Monitor Settings window displays.
In the Name field, accept the default, or give it a new name.
Click the dropdown arrow in the Queue field to show a list of available queues for which to show report data. Click an entry to show data for that queue. Use the Search Queues field to find a specific queue name. Note: The widget shows data for one queue at a time. To see Queue Monitor data for multiple queues on one dashboard, add as many Queue Monitor widgets as you need.