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Selecting the queues you want to monitor

As a supervisor, you can monitor up to five queues assigned to you to evaluate how the queues and agents are performing. You can track statistics such as average speed of answer, estimated wait time, and the number of calls in the queue. The first time you log in to the Contact Center Supervisor Client, you’ll need to select the queues you monitor.

To select the queues you want to monitor:

  1. Sign in to the Contact Center Supervisor Client.
contact center supervisor client
  1. From the Queued Calls pane’s header bar, click Options (the wrench and screwdriver icon).
queued calls viewing a queue
  1. Click Edit Queue Favorite Dialog.
contact center supervisor edit queue favorits
  1. To monitor a queue, select the checkbox next to the queue’s name.

Note: To stop monitoring a queue, deselect the checkbox next to the queue’s name.

  1. The queues you selected to monitor now show in the Queued Calls pane.