Objective
This guide explains how to use the Call Queue Dashboard to monitor the real-time status of your agents. Use this to determine if an agent is currently on a queue call, available for the next customer, or busy with other tasks.
Applies To
- Analytics for Work
- Call Queue
Procedure
Follow these steps to access the real-time user table:
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Log in to Analytics for 8x8 Work.
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From the left-hand navigation panel, select Call Queues.
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On the dashboard, locate the Queue Table and select the specific Call Queue you wish to monitor.
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Scroll down to the User Table section at the bottom of the page.
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Locate the User Status (Live) column to see the current activity for each agent.
Additional Information
The User Status (Live) column updates in real-time. Refer to the table below to understand what each status means for your team's availability:
Statuses:
- Available – Logged in and ready to receive queue calls.
- Offering – A queue call is currently being offered/ringing the user.
- Handling – The user is actively handling a queue call (Talking or On Hold; non-voicemail).
- Wrap-up – Post-call work time after a queue call ends; no new queue calls are offered.
- Paused – Temporarily not offered calls (e.g., after missing an offered call) for the configured pause time.
- Busy elsewhere – The user is busy with an interaction outside this queue (e.g., direct call, another queue call, or wrap-up from another queue).
- DND – Do Not Disturb; the user will not be offered queue calls.
- Logged out – The user has logged out of the queue and won’t receive queue calls until they log in again.
- Assigned – The user is assigned to the queue, but their current queue status is not yet known/available.
- Unassigned – The user is no longer assigned to the queue.
For more information visit our 8x8 Documentation, click here.