Active Queues
Review callers and answering activity in a configured first-in, first-out queue.
In the CRM: Voice Features → Phone System → Status → Active Queues
See the waiting line for this queue type
Active Queues shows the phone system’s first-in, first-out queue activity. This view lists each active queue and its caller, waiting and answering counts.
If your team uses the queues configured under Applications → Call Centers, open Status → Active Call Center for that answering setup. Keeping the two views distinct makes the right activity easier to find.
Read the queue list
| Column | Plain-language meaning |
|---|---|
| Name | The configured queue you are reviewing. |
| Consumer Count | The answering connections reported for the queue. |
| Caller Count | The callers reported in the queue. |
| Waiting Count | The callers currently waiting. |
| Importance | The configured priority value reported for the queue. |
Open the queue details
- Open Voice Features → Phone System → Status → Active Queues.
- Find the intended queue and review its waiting activity.
- Select the queue name or View link to open its details.
- Review the caller’s position, priority, status and duration. The detail view also includes the logged-in agent information supplied by the queue.
Use waiting information to guide response
For an enquiry line using this queue type, watch waiting activity during busy periods and coordinate the people answering it. Use the caller position and duration to understand the current waiting experience.
To review completed enquiries, open Call Detail Records. Use the configured answering route, appointment process and agreed SMS follow-up to give each enquiry a clear next step.