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Manage your Queues

Easily view and manage your assigned call queues in the Connect Portal. Queues organize incoming calls and route them to the next available agent.

View Your Queues​

  1. Log in to the Connect Portal.
  2. From the left-side menu, select Voice > Queue.

This opens the Queue tab, which lists all your assigned queues, allowing you to monitor and manage your activity.

Queue

Figure 1. Viewing queues.

The queue dashboard provides key performance metrics to help you manage call queues efficiently:

  • Queue Status: Indicates if a queue is active or inactive. (E.g., Available means the queue is active, while unavailable shows it’s inactive.)

  • Call Time Metrics: Displays the average and total time agents spend on calls. (E.g., total talk time for the day might be 1 hour, with an average call duration of 5 minutes.)

  • Agent Login Count: Shows how many agents are currently logged in. (E.g., 3 agents are logged in to handle calls.)

  • Availability: Tracks how long agents have been available to take calls. (E.g., An agent has been available for 2 hours today.)

  • Call Stats: Monitors inbound, outbound, and missed calls. (E.g., 10 inbound calls, 5 outbound calls, and 2 missed calls.)

    Queue dashboard

    Figure 2. Understanding queue performance metrics.

These metrics help you track agent performance, manage call handling, and assess overall queue activity.