Queue Management

Queue Management

What is Queue Management?

Queue Management allows you to control how you receive calls from call queues.

If you are assigned to one or more queues, you can:

  • Log in or out of queues
  • Pause and unpause call delivery
  • View live queue statistics

All of this is available directly from your softphone.


What does “Log In” and “Log Out” do?
  • Log In: Makes you available to receive calls from the queue
  • Log Out: Removes you from the queue so no calls are sent to you

Other available agents will continue receiving calls as normal.

What does “Pause” mean?

Pause keeps you logged into the queue but temporarily stops new calls from being sent to you.

This is useful when:

  • You need a short break
  • You’re wrapping up after a call
  • You need a moment without interruptions

Tap Unpause to start receiving calls again.

What queue health statistics are shown?

Each queue displays real-time information, including:

  • Number of callers waiting
  • Average hold time
  • Average talk time
  • Service level percentage
  • Total calls completed
  • Number of available agents

These stats help you understand how busy the queue is.

The Queue Management card is not visible. Why?

The Queue Management section only appears if your account is assigned to at least one call queue.

If you believe you should have access but don’t see it, contact support to verify your account setup.

 

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