Live Queue Tile
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The Live Queue tile monitors the call activity and key performance indicators of a queue. The configurable settings are as follows:
Setting
Description
Title
Create a unique title for the tile to indicate what information the tile is displaying
Service Number
Choose which service number to use for the tile display.
Note: for the queue tile, only 1 service number (and one queue on that number) per tile can be selected.
Queue
Choose the queue to display in the tile from the drop down; only queues configured on the selected service number will be available for selection.
Background Colour
Change the background colour of the tile to make it stand out on the dashboard.
Click on the colour box to choose a colour or insert a Hex code.
Text Colour
Change the colour of the text displayed on the tile to make it stand out against the tile background and on the dashboard.
Click on the colour box to choose a colour or insert a Hex code.
Service Level & Calls Per Hour Auto Refresh
Choose how often to auto-refresh the data displayed in the tile for Service Level and Calls per Hour.
Choose from:
30 seconds
60 seconds
5 minutes
Show Calls per Hour Chart
Choose whether to show the calls per hour chart at the bottom of the tile or not.
The chart will show the volume of calls handled and abandoned.
Service Level
Set the required service level based on how many calls are answered within X seconds.
Percentage achieved will be displayed on the tile.
Note – this metric is based on calls answered and doesn’t include abandoned calls
Service Level Alarm
Set an alarm for service level based on the level being less than X percent.
The ‘service level’ metric on the tile display turns red when this criteria is met.
Waiting Alarm
Set an alarm for the number of calls waiting.
The Waiting indicator (at the top of the tile) turns red when the number of waiting calls exceeds the waiting alarm figure.
Otherwise the indicator is green when no calls are waiting and amber when calls under the alarm figure are waiting.
Call Activity Chart History
Period for which to display active call history in the chart.
Choose from:
2 minutes
5 minutes
10 minutes
20 minutes
30 minutes
Note: If you change this period in the tile configuration, the chart will reset.
Description
Definition
Waiting (icon)
The number of calls waiting in the selected queue
Active (icon)
The number of calls which have been answered (after exiting the selected queue).
Chart
Displayed next to the Service Level indicator in the middle of the tile (providing there have been calls to the service during that current day).
This shows the current number of active calls for the selected queue (set in the configuration settings) over the last X minutes (as defined in the configuration.).
If there have been calls to the queue during the current day (starting at 00:00) then the chart will update every 5 seconds.
Note: The chart will reset if you change the display period in the tile configuration.
Service Level
Service Level shown as a percentage
Avg Wait Time
For the queue (as set in the tile configuration)
Max Wait Time
For the queue (as set in the tile configuration)
Avg Handling time
For the queue (as set in the tile configuration)
Handled
Number of calls into the queue that were answered by a destination.
Abandoned
Number of calls abandoned before being answered.
Abandoned %
Percentage of calls abandoned – in relation to total calls received into the selected queue.
Calls Per Hour Chart
If enabled in configuration settings, this chart displays at the bottom of the tile and shows calls handled and abandoned during that 24 hour day (resets at 00:00 each day).
Hover over the columns to see actual volumes.
Refer to and to find out how to locate and add a number(s) to the tile.
