Create Analytics for Contact Center Dashboard for Call Queue Summary

Updated: 06/24/2024

Objective

Create a dashboard to view call queue summary information, such as how many calls are waiting in the queue, or the average time of answering calls. 

Applies To

  • Analytics for Contact Center
  • Contact Center Dashboard
  • Call Queue Wallboard 

Procedure

  1. Log in to Analytics for Contact Center.
  2. Go to the Dashboards Tab and select New.
  3. Click 
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    , and select to add a Queue Summary widget from the drop-down menu.
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  4. In the widget that opens on the right, enter the name of the widget.

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  5. Under View Metrics As, select to view the data in tabular or graphical format. The chart refreshes every five seconds.
  6. Select the queues you supervise. Click 
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     next to Queues, and click Configure to select from the drop-down list of queues, or search the list to add specific queues quickly.

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  7. Click Save. It saves the queue summary widget.

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Additional Information

For more information on creating widgets, see Create a Dashboard Using Widgets.