Manage queues
With 8x8 Supervisor Workspace, you can view metrics for each monitored queue in the Queue summary table. They include:
- Media: The media type associated with a queue is displayed. You can sort by the most important queue by clicking the Media column header. For example, you can display phone queues at the top of the list to help you closely monitor phone-related metrics.
- Waiting: The number of interactions waiting in a queue is displayed. As a supervisor, you can take action on a any queue with many interactions waiting to be answered. You can assign additional agents to a particular queue, in an effort to help with service levels. Click the column header to sort queues by the most or least number of pending interactions.
- Eligible: The number of agents eligible to receive interactions is displayed. As a supervisor, you can see the number of agents you have available. If there are too many interactions waiting to be handled in a particular queue, you can assign some of these eligible agents to that queue. Click the column header to sort by the queue with the most or least number of available agents.
- Busy: The number of agents currently handling interactions is displayed. Click the column header to sort queues by the most or least number of agents currently handling interactions.
- Accepted:The total number of interactions accepted by agents for each queue is displayed. Click the column header to sort queues by the most or least number of agents that have accepted interactions.
- Abandoned: The number of abandoned interactions is displayed. Click the column header to sort queues by the most or least number of abandoned interactions. As a supervisor, you can take action if you notice that too many interactions are being abandoned.
- Avg. wait: The average wait time for an interaction is displayed. Click the column header to sort queues by the longest or shortest average wait time. You can add available agents to queues with long wait times in order to help meet your service levels.
- Longest wait: The longest wait time for an interaction in a queue is displayed. Click the column header to sort queues by the longest or shortest wait time. You can add available agents to queues with interactions that are waiting to be handled.
- SLA %: The current service level for a queue is displayed. As a supervisor, you can determine how well queues are performing, and whether they are meeting their SLA targets. Click the column header to sort queues by the highest or lowest service level.
As a supervisor, you can export the Queue summary table as a PNG file by clicking 
from the Queue summary table. You also have access to additional features, such as adding a queue as a favorite. To learn more, see our content on queue summary features.
The following table lists and describes the data displayed:
| Field | Description |
|---|---|
| Queues | Lists all the queues being monitored |
| Media | Lists the media type associated with each queue. |
| Waiting | The number of interactions waiting to be processed in a queue. |
| Eligible | The number of agents enabled to receive interactions. |
| Busy | The number of agents whose status is set to Busy. |
| Accepted | The number of interactions answered by agents. |
| Abandoned | The number of interactions not answered by agents. |
| Average Wait | The average wait time for an interaction before being processed. |
| Longest Wait | The longest wait time for an interaction before being processed. |
| SLA % | The current service level for a queue. |
Adding a queue as a favorite
As a supervisor, you can closely monitor certain queues by selecting them as favorites These queues will always appear at the top of the Queue summary list.
To select a queue as a favorite:
- Locate the queue from the Queue summary window.
- Click Toggle Favourite next to the queue you would like to include in your favorites. The favorite icon changes from
to 
. 
Note: To remove a queue as a favorite, click Toggle Favourite again.
Queue summary features
Supervisors have access to additional features in the Queue summary table.
- Search queues: Enter a queue name in the search field to display metrics relevant to that queue
- Export: Select to export the queue summary table as a PNG file
- Expand: Select
to maximize the queue summary window - Collapse: Select
to minimize the queue summary window - Pop out: Select
to view the queue summary in a new window - Show more: Select
to display an additional menu to either hide or show totals for queue metrics
Manage agents in a queue
From the Queue summary window, you can manage all agents assigned to you by clicking Manage all queues. From the Manage agents in all queues window, you can:
- Search for a queue or agent
- Enable an agent to handle interactions
- Disable an agent from handling interactions
- View queue assignments of agents
- View the number of agents assigned to each queue
To enable an agent for a queue:
- Locate the agent from the Manage agents in all queues window.
- Enable the toggle for the desired queue. Select Enable all to enable all assigned agents to a queue.
- Click Save.
To disable an agent from a queue:
- Locate the agent from the Manage agents in all queues window.
- Disable the toggle for the assigned queue. Select Disable all to disable all assigned agents from a queue.
- Click Save.
View agents in a queue
As a supervisor, you can view a list of agents assigned to a particular queue from the Queue summary window. Select a queue name to view the agents assigned to that queue, agent statuses, and other agent-related metrics in the Agent summary below. To learn more, see our content on manage agents.
In this example, we selected the Chat Sales CO queue. The Agent summary window lists the number of agents assigned to that queue, along with other agent-related metrics.
Note: To revert to the list of all agents, click View all from the Agent summary window.
Click Manage [Queue name] to view a detailed list of all agents in the queue. In this example, we clicked Manage Chat Sales CO. The window displays a list of assigned and unassigned agents. It also identifies the agents enabled to handle interactions.
To learn more about agent queue assignments, see our content on assign agents to queues.
Click Cancel or X to close the window.
