Queues & SLA
Watch calls waiting, the service level and live calls per queue, and configure each queue's targets, hours and routing.
Where to find it
Calls › Queues & SLA
Open this screen
Steps
- Open Calls › Queues & SLA in the sidebar.
- Choose the time window at the top right: Today, Last 8h, Last hour or Last 7 days.
- Read the cards (calls waiting, service level, handled, agents available) and any Threshold alerts.
- In Queues, compare each queue's target, service level, ASA, AHT, waiting, longest wait, offered and abandoned calls.
- Press Configure on a queue to change its Thresholds, Hours and Routing. To add a phone line, press Manage phone lines in setup step 1.
- Under Live calls, see the calls in progress and who has them.
Settings on this screen
| Setting | What it does | Default |
|---|---|---|
| Today / Last 8h / Last hour / Last 7 days | The time window of the figures. | Today |
| Configure | Opens a queue's settings. | — |
Troubleshooting
A queue shows closed.
It is outside its hours or on a holiday; hover it to see why.
Tips
- Service level counts answered and abandoned calls only: a call still ringing has not yet had its chance to meet or miss the target.
Good to know
- Only owners, administrators and managers can configure queues.
Related how-tos
- Set a queue's service level and alert limits Set the answer target a queue aims for and the limits that raise alerts.
- Set a queue's hours, closed message and holiday calendar Set when a queue is open, what happens when it is closed, and which holiday calendar closes it.
- Set a queue's skill, overflow, ringing and announcements Decide who is offered a queue's calls, where they overflow, how long they ring, and what callers hear before being connected.
- Inbound ops Run the inbound desk day to day: call-backs, queue pausing and draining, voicemail, holidays and emergency closures.
- Routing rules Decide who is answered first, which queue a call lands in by the caller's area, and see what waiting callers are offered.
- Wallboard Show the desk's live numbers large enough to read across the room: waiting calls, wait time, service level, agents, queues, today's leaderboard and alerts.
- Add and manage phone lines (main and sub lines) Add your phone lines in one place, give each a name and a phone number on your account, and choose the main line that calls go out from.