SUP 6.1 Monitor live voice queues
- Open Supervisor > Live Boards > Live Voice Queues.
- Select All Queues, or narrow the scope to one queue.
- Read the queue measures: Active Calls, Waiting, Longest Wait, SLA Today, CSAT, Connected Calls, AHT and Team Mood.
- Review Roster Utilization and Call Volume.
- In All Calls, use the All, Busy, On Hold, On Consult and Wrap Up filters.
- Use search calls and Customize Table as required.
Live Boards is a group, not a page. Selecting Live Boards in the left navigation expands it into three items: Live Voice Queues, Live Agent Status and Live Wallboard. It does not open a page of its own.
Each board carries a Live indicator and a Choose Your Widget control, which selects which panels are shown.
Verified detail on this board
| Measure | Notes |
|---|---|
| Active Calls | With a five-minute trend beneath, for example "+0 calls in last 5 min". |
| Waiting | With a recency note beneath. |
| Longest Wait | In minutes, shown against its own Threshold, for example Threshold: 02:00 Min. |
| Connected Calls | Shown as a value against a total. |
| AHT | Average handling time, in minutes. |
Roster Utilization reports the agent count and splits it across Available, Busy, Hold, Wrap Up, Not Ready and Offline. Beside it, ADHERENCE ("Measures schedule compliance") and OCCUPANCY ("Tracks active handling time").
Call Volume (last 24 hours) charts Calls Handled, Total Calls and Projected Calls on an hourly axis ending at Now.
The All Calls table carries the columns Caller, Date & Time, Queue, Agent, Wait Time, Talk Time and State, and reads No Active Calls when the queue is quiet.
Watch Longest Wait, not Waiting. Waiting tells you how many people are queued; Longest Wait tells you whether one of them has been abandoned by your routing. A queue with two callers and a nine-minute longest wait is in worse shape than one with eight callers all under a minute.
Figure key, Live Voice Queues
- Breadcrumb.
- Left navigation, with Live Boards selected.
- Live Voice Queues board selector.
- Live Agent Status board selector.
- Live Wallboard board selector.
- All Queues scope selector.
- Roster Utilization panel.
- Call Volume panel.
- All Calls table, with its All, Busy, On Hold, On Consult and Wrap Up filters.
- search calls field.
- Customize Table control.