Current Dashboard

The following information is displayed in the Current section of the Metrics Dashboard:

  • Calls Waiting − The number of calls currently waiting for the selected queue(s).
  • Callbacks Waiting  The number of callbacks waiting for the selected queue(s).
  • Current Calls Handled  The total of all the calls currently being handled by agents that were delivered from the selected queue (or all queues if selected in the filter).
  • Agents Signed In  The total number of Agents signed in to the selected queue(s).
  • Longest Call Waiting  The longest wait duration for a call in the selected queue(s).
  • Longest Talk Time  The talk-time of the oldest call currently assigned to an agent delivered from the selected queue (or any queue if all queues are selected).