Queue Management
Monitor queue health, SLA performance, agent assignments, and overflow rules in VoiceCenter.
Call queues distribute incoming calls to groups of agents. As a supervisor, you monitor queue performance and adjust agent assignments to maintain service levels.
Queue Dashboard
Navigate to PBX > Queues to see all configured queues. Each queue displays:
| Metric | Description |
|---|---|
| Queue Name | The name of the queue (e.g., "Sales", "Tier 1 Support") |
| Calls Waiting | Number of callers currently waiting in the queue |
| Agents Online | Number of agents logged in and available for this queue |
| Avg. Wait Time | Average wait time for callers in the current period |
| SLA % | Percentage of calls answered within the service-level threshold |
| Longest Wait | The longest a caller has been waiting right now |
Service-Level Monitoring
Each queue can have a service-level agreement (SLA) target -- for example, "80% of calls answered within 20 seconds." The queue dashboard shows your current SLA percentage in real time.
| SLA Status | Meaning |
|---|---|
| Green (above target) | The queue is meeting its SLA. No action needed. |
| Yellow (near target) | The queue is at risk of missing SLA. Consider adding agents. |
| Red (below target) | The queue is not meeting SLA. Immediate action recommended. |
SLA drops
When a queue goes red, check for two common causes: not enough agents logged in, or agents stuck in long ACW periods. Use the Team Monitor to identify the bottleneck.
Queue Distribution Strategies
Administrators configure the queue distribution strategy. Understanding how calls are distributed helps you make better staffing decisions:
| Strategy | How It Works |
|---|---|
| Round Robin | Calls cycle through agents in order |
| Longest Idle | The call goes to the agent who has been available the longest |
| Simultaneous | All available agents ring at the same time; first to answer takes the call |
| Least Calls | The call goes to the agent who has handled the fewest calls today |
| Random | The call goes to a random available agent |
Managing Agent Assignments
Supervisors can adjust which agents are members of a queue to respond to demand changes.
Open the queue
Click on a queue name to open its detail view.
Review current members
See which agents are assigned to the queue and their current status.
Add or remove agents
Use the member management controls to add agents from other queues or remove them. Changes take effect immediately -- the next incoming call uses the updated member list.
Temporary reassignment
During peak hours, temporarily assign agents from a low-traffic queue to a busy one. After the rush, move them back. This keeps SLA targets across all queues.
Estimated Wait Time and Callbacks
VoiceCenter can announce estimated wait times to callers and offer a callback option:
- Estimated wait time -- Calculated based on current queue depth and agent handling time. Announced to callers periodically.
- Queue callbacks -- If enabled, callers can press a key to request a callback instead of waiting on hold. When an agent becomes available, the system automatically initiates the callback.
Queue Overflow
When a queue reaches capacity or wait times exceed a threshold, overflow rules kick in:
| Overflow Action | Behavior |
|---|---|
| Route to another queue | Calls spill into a backup queue |
| Route to voicemail | Callers are sent to a voicemail box |
| Play a message and disconnect | Callers hear a custom message (e.g., "All agents are busy, please call back later") |
Overflow rules are configured by administrators under the queue settings.
Queue Metrics
Key metrics to track for queue health:
| Metric | Target Guideline |
|---|---|
| SLA % | Above 80% (configurable per queue) |
| Avg. Wait Time | Below 30 seconds for sales, below 60 seconds for support |
| Abandonment Rate | Below 5% |
| Avg. Handle Time | Varies by queue type; track trends rather than absolute numbers |
| Callbacks Pending | Should not grow over time; indicates agents are not clearing them |