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Choosing the order queues' statistics display on your dashboard

From the Contact Center Agent Client’s Dashboard pane, you can choose the order statistics are displayed about your queues on your dashboard. For example, if you want to see statistics for the queues with the longest call waiting time first, you can sort by descending order, and then select the current calls queue. Sorting the order of the statistics is a convenient way to see the queues’ statistics that are most important to you.

To choose the order queues' statistics diplay on your dashboard:

  1. Sign in to the Contact Center Agent Client.

  2. From the Dashboard pane’s header bar, click the Options icon (a wrench and screwdriver).
  1. Click Sort By.
  1. To choose the order the field statistics display, click Ascending or Descending.

  2. Select the fields you want to sort by, such as by the queue name or current calls in queue.

Queue statistics available:

  • Current Calls in Queue—number of calls waiting in the queue along with the maximum number of calls for that queue

  • EWT (Estimated Wait Time)—expected wait time for callers in the queue

  • ASA (Average Speed of Answer)—average amount of time a caller spends in the queue before the call is routed to an agent

  • Longest Waiting Call—wait time of the call that’s been in the queue the longest

  • AHT (Average Handle Time)—average handling time for calls in the queue

  • Staffed (Agents)—number of agents Signed In, Available, Unavailable, or in Wrap-Up state, and the number of agents assigned to the queue

Your dashboard queues’ statistics are reordered and will stay that way until you change the order again.

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