Queue Counter By Channel

Who should read this article: Administrators, Supervisors

Monitor the number of in-queue interactions by channel.

Introduction

The Queue Counter By Channel widget displays the number of interactions currently waiting in queue, along with the maximum waiting time, for each selected channel. You can monitor a single queue or an aggregated group of queues. This widget helps supervisors assess workload distribution and make timely adjustments to staffing or routing.

If the number of interactions exceeds the configured Maximum number of calls or maximum number of interactions, the count is shown in red. Waiting times that exceed the maximum wait time threshold are also displayed in red.

About maximum wait time

The Maximum wait time value represents the longest time that any interaction has been waiting in the selected queue or group of queues. A high wait time can indicate several potential issues, including:

• An insufficient number of agents assigned to handle interactions for the specified channel or queue.
• Agents being busy or unavailable due to current workloads, statuses (e.g., break or after-call work), or limited concurrency settings.
• A sudden spike in interaction volume that exceeds normal handling capacity.
• Routing logic that is overly restrictive or unintentionally delaying assignments.

Supervisors can use this metric to quickly identify queues that may require immediate attention—such as reassigning agents, adjusting concurrency limits, or reviewing queue configuration.

Setup

General tab

On the Queue Counter By Channel settings panel General tab, specify a name for the widget or keep the default name.

Queues tab

On the Queue Counter By Channel settings panel, Queues tab, select one or more queues to be displayed in the widget.

Channels tab

On the Queue Counter By Channel settings panel, Channels tab, select one or more channels to be displayed in the widget.

The Queue Counter widget breaks down the interaction count by channel type: Voice, Webchat, WhatsApp, Telegram, Facebook, Instagram, and Viber. For each channel type, you can specify two thresholds: