View how many contacts are in an agent's queue

To see how many contacts are in an agent's personal queue, add an Agent queues table to your Real-time metrics, Queues report. Then view these two metrics:

• In Queue—how many contacts are in an agent's personal queue.

• Queued—the number of contacts added to their personal queue during the specified time range.

Use the following procedure.

1. Go to Analytics and optimization, Real-time metrics, Queues.

2. Choose New table, Agent queues as shown in the following image.

   

   The In queue column displays how many contacts are in the agent's queue.

3. Review the metrics in then In queue and Queue columns.

   Tip

   An agent is included in the Agent queues table only if they are online or there is at least one contact in the their queue.

Add In Queue and Queue to the Agent queue table

If In queue or Queue don't appear in your Agent queue table, use the following steps to add them.

1. On the Agent queues table, choose Settings, as shown in the following image.

   

2. Choose the Metrics tab.

3. Scroll to the Performance section and choose In queue and Queued, and then Apply, as shown in the following table.

   

   The changes appear in your table immediately.

4. Choose Save to add this report to your list of Saved reports.