Manage queues as an 8x8 Engage supervisor

Enabling a queue for monitoring will allow you to view call metrics in 8x8 Work apps, such as the number of interactions handled in a queue, the number of interactions pending in a queue, and the longest wait time for an interaction. You will also be able to view additional queue metrics in 8x8 Supervisor Workspace, such as the number of interactions accepted by users for that queue, the number of abandoned interactions, and more.

To select a queue to monitor:

1. Log in to 8x8 Work for Desktop/Web.
2. Click My assigned queues . The icon in the navigation menu changes to .
   
   
3. From the list of queues, place a checkmark for the queue you wish to monitor.
4. Click Confirm selections to register your changes.
   
   

In this example, the Sales outbound phone queue is added to your monitored list of assigned queues.

As an 8x8 Engage supervisor, you can filter queues in 8x8 Engage by queue status and media type. You can also search for queues assigned to you.

To filter queues:

1. Log in to 8x8 Work for Desktop/Web.
2. Click My assigned queues . The icon in the navigation menu changes to .
3. Search for your desired queue or select to open the filters list.
   
   
4. From the filters list, you can search for a specific filter or select your desired queue status and/or media type.
   • Selecting the Queue status drop-down menu displays these filter options:
     • Enabled: Selecting this option displays the queues that are enabled and assigned to you.
     • Disabled: Selecting this option displays the queues that are disabled and assigned to you.
   • Selecting the Media drop-down menu displays these filter options:
     • Inbound phone: Selecting this option displays inbound phone queues assigned to you.
     • Outbound phone: Selecting this option displays outbound phone queues assigned to you.
5. After making your selection, click to close the filtering window.

Note: From the filtering window, click Clear filters to discard your filter selection.

As an 8x8 Engage supervisor, you can view your assigned queues and queue details in 8x8 Engage.

To view your assigned queues:

1. Log in to 8x8 Work for Desktop/Web.
2. Click My assigned queues . The icon in the navigation menu changes to .
3. Navigate to the desired queue to view additional details, such as:
   • The number of interactions currently being handled by users
   • The number of interactions waiting in a queue
   • The longest wait time for an interaction in a queue

Note: A yellow indicator appears next to a queue name if no users are logged in, but there are calls waiting in the queue.

As an 8x8 Engage supervisor, you can also view a list of your assigned queues in 8x8 Mobile Supervisor.

To view your assigned queues:

1. Log in to 8x8 Work for Mobile with your supervisor credentials.
2. The number of queues assigned to you is displayed next to My Queues at the bottom of the screen.
   
   
3. Swipe up to view a detailed list of queues, along with the number of users assigned to each queue.
   
   

Tap the drop-down arrow next to My Queues to exit the screen.