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Managing queues

Read about monitoring queues
Temporarily monitoring a queue
Transferring, prioritising and answering calls from a queue

Monitoring queues

You can permanently monitor up to five queues, and view up to 50 calls per queue, in Queued calls.

You can temporarily monitor one extra queue as a quick link queue when you select a queue on the dashboard. When you select a queue to monitor, the queue appears in Queued calls. If you select the current quick link queue to monitor permanently, that queue is removed from Quick link queue.

The dashboard and quick link queues

You can monitor a queue that you don't normally monitor, for example, if you are covering for another supervisor with the dashboard. A temporarily monitored queue is called a quick link queue. You can perform all the tasks on a quick link queue that you would on a normally monitored queue.

If you select another unmonitored queue, it replaces the existing quick link queue.

Read about the dashboard >

Queue management tasks

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