Plan requirement
| Subscription | Suite Professional or higher, Explore Professional or higher |
| Access | Agent |
What is arriving and what is waiting right now. The dashboard for whoever is watching the queue today.
What it shows
- Tickets waiting, now.
- How long the oldest has been waiting.
- What is arriving, by channel.
- How many agents are available.
It needs omnichannel routing
Without omnichannel routing turned on, this dashboard is not there at all. That is the first thing to check when somebody cannot find it, and after turning routing on it can take up to twenty-four hours to appear. Where routing is not in use, the ticket progress dashboard is the one that still shows incoming work.
One reading detail: the channel shown is the channel the ticket was created on. Later email-based routing does not change it.
Read the oldest first
Not the total. A large queue moving quickly is fine; a small queue with something two hours old is a customer who is about to complain.
The oldest waiting time is the number that tells you to act.
One caution about reading a single extreme: the percentile visualisation on the queue tabs compares time in queue against the share of tickets, and that is the honest picture. One ticket at two hours with everything else under five minutes is a different morning from a quarter of the queue past thirty minutes, and only the percentile view tells those two apart.
Volume against availability
Those two together are the whole staffing question. Rising volume with steady availability means the queue is about to grow, and you have a few minutes to do something about it.
Channel mix tells you what kind of busy
A spike in messaging needs people now; a spike in email can be absorbed over the day. Reading only the total treats them the same.
Watch it, do not stare at it
A glance every fifteen minutes during a busy period. Continuous watching produces reaction to noise, and the numbers move constantly by nature.
Agree what triggers action
"Oldest waiting over thirty minutes, we pull somebody from email." Decided in advance, so the decision is not made under pressure and differently each time.
Not a performance measure
It shows the current moment, which is affected by lunch breaks, an incident, and whatever arrived five minutes ago. Judging anybody on it is judging them on chance.
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