Call Center Status
The Call Center Status panel displays the current state of queues, waiting calls and queue member information in real time.
Queue status
The system displays performance metrics for each queue:
| Metric | Description |
|---|---|
| Queue name | Identifier |
| Strategy | Applied distribution strategy |
| Weight | Assigned queue priority |
| Active calls | Ongoing conversations |
| Max limit | Capacity threshold |
| Wait time | Average time in queue |
| Talk time | Average conversation duration |
| Answered calls | Successfully completed interactions |
| Unanswered calls | Abandoned or unsuccessful attempts |
| SLA time | Service level threshold |
| SLA percentage | Response time compliance rate |
Waiting calls
The queue displays caller information including:
- Position in queue
- Phone number
- Caller identification
- Dialed number
- Elapsed wait time
Queue members
Agent details display:
- Member name
- Classification type (dynamic agent or static line/external number)
- Priority
- Current status
- Pause option
- Completed call count
- Last interaction timestamp