Queues
See which advisers are available and what is happening to callers waiting for your team.
In the CRM: Voice Features → Phone System → Applications → Queues
Watch the answering operation as it happens
Queues opens the live Call Center Queue Activity view. It shows the agents and callers associated with the queue, so a team leader can see availability and waiting activity together.
Use Call Centers to configure the queue and its assignments. Use this activity view during the working day to see how that answering plan is performing.
Open the activity you want to review
- Open Voice Features → Phone System → Applications → Queues.
- To focus on a particular queue, open it from Applications → Call Centers and choose View.
- Review the Agents table and the caller list below it.
- Use Status to filter the agents displayed, such as Available, Not Available, On Break or Logged Out.
Read the agent information
The Status filter changes the view. To change an adviser’s availability, use Status → Agent Status in the phone system and save the intended selection.
| Column | Why it helps |
|---|---|
| Name and Extension | Identify the adviser and their phone destination. |
| Status and State | Review availability and the current call-handling state. |
| Status Change and Last Call | See when availability changed and the recent call timing. |
| Missed and Answered | Review the displayed missed and answered call counts. |
| Tier State, Level and Position | See the agent’s queue assignment and routing position. |
| Options | Use the offered call-handling controls for that agent or call. |
Read the waiting-caller information
Waiting, Trying and Answered summarize the queue activity shown. The caller table includes time, name, number, status and agent, making it easier to see who is waiting and where a call is being handled.
When offered for a call, the Options area includes call-handling actions such as transfer or listening. Check the selected call and the confirmation before using an action. The screen refreshes its activity automatically.
Use the view to improve response
If an advertising campaign creates a busy period, check agent availability and waiting activity before moving staff onto the queue. Use the configured timeout destination so enquiries have a next step when the team cannot answer.
Review repeated missed calls with the team, then adjust the answering arrangement in Call Centers or the agent settings. Leave enough wrap-up time for advisers to record the enquiry, arrange an appointment and send the agreed follow-up.
For longer-term campaign results, use Call Detail Records and the CRM’s reporting pages alongside the live view.