Check queue and agent status

The Status tab in 8x8 Contact Center Control Panel provides real-time information about queues and agents. It shows the number of interactions waiting to be served in a queue, the longest waiting interaction in a queue, the number of eligible agents in busy state, and the status of agents. Supervisors can check the status of queues and agents they supervise, and communicate with agents instantly via chat or call.

The Status tab organizes the status of queues and agents in separate tabs:

  • Queues Status: View the status of queues you are a member of.
  • Agents Status: View the status of other agents belonging to your group.

The constant status update of queues and agents support the heavy workloads of 8x8 Contact Center dialer. With frequent handling of outbound calls, the status of queues and presence of agents change frequently. The changes to the agents’ presence are aggregated and consistently updated to 8x8 Agent ConsoleClosed8x8 Contact Center's browser-based graphical user interface (GUI) used by Agents to manage customer interactions..

With improved performance, the list of agents and queues are reliably refreshed every five seconds. The agents’ presence status is updated even during a system interruption. For example, when there is a power outage, the backup mechanism keeps the agents’ status updated and therefore, the list of agents and their statuses can still be retrieved. This improvement maintains a reliable status update at all times helping agents make an educated decision as to whether to transfer the interaction to an agent or not. To view the status of queues and agents, log in to 8x8 AgentClosedAgents use the Agent Console to view and manage customer interactions. Virtual Contact Center supports Regular agents and Supervisor agents. Console and click to see All in the QueueClosedA queue is an ordered collection of interactions waiting to be served by agents qualified to respond to these interactions. In addition to enabling the call center administrator to customize how incoming interactions are prioritized and routed, queues also ensure that interactions are never lost or discarded. Directory and Agent Directory in the Status tab.

Concept Link IconSee Also