Plan requirement
| Subscription | Suite Professional or higher |
| Access | Agent |
Current state, updating continuously. A different tool from Explore reporting, for a different question.
What they answer
What is happening now. How many are waiting, how long the oldest has been there, who is online, how the queue is moving.
Explore answers what happened. These answer what to do in the next twenty minutes.
Who they are for
Whoever is running the floor today: a team lead deciding where to put people, or a supervisor watching a queue during a busy period.
They are not for management reporting, and they do not replace a weekly dashboard.
Do not compare them with Explore
Real-time counts the current moment; Explore counts a completed period as of the last refresh. Two numbers about superficially the same thing that will never agree, and both are right.
Three numbers matter
Waiting, oldest waiting, and available agents. Those three tell you whether to act. The rest is context.
The oldest is the important one
A queue of thirty with the oldest at four minutes is healthy. A queue of three with the oldest at two hours is not, and a headline count hides that entirely.
On a screen, with care
Putting one on a wall changes behaviour, and not always as intended. Agents work to what is displayed, so display what you actually want prioritised.
Availability is visible
Who is online, and in some views what they are doing. Decide deliberately who should see that before putting it where everyone can.
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