What is Queue Monitoring Feature?

With Queue Monitoring feature, supervisors get's a bird's eye view of all their queues in real-time. At the same time, supervisors can drill down on the individual queues to monitor and analyze key metrics like SLA, Customers Waiting, Average Wait Time, Abandonment rate etc. They can manage staffing levels based on agent skills and peak/non-peak hours, route cases waiting in queue to other areas with less traffic. With the ability to live monitor the team, stay in constant contact with queue agents, and handle high-priority cases as needed.

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Benefits of Using Queue Monitoring

Manage SLAs and effectively manage resources

It is important to organize agents according to the volume of cases received in a queue. Through queue monitoring, supervisors can assign agents to such queues and track their performance.

Make informed decisions

Real time insights help supervisors to make informed decisions to improve team performance and drive customer satisfaction.

Manage Escalations

Under Queue summary, supervisors can view the average wait time of the queue and attend to high wait time valuable customer cases

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