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      Queue monitoring overview
      • 31 Jul 2025
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      Contents

      Queue monitoring overview

      • Updated on 31 Jul 2025
      • 1 Minute to read
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      Article summary

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      Monitor activity on your queues to troubleshoot issues and ensure proper agent balancing.

      Introduction

      Queue monitoring enables you to detect potential issues before they become critical. If the average speed of answer drops or the in-queue abandons rate rises, you can move agents from one Queue to another to keep all queues in balance. See the table below for a brief description of each widget.

      Tip

      You can display multiple widgets of the same type. Voiso enables you to assign a custom name to each widget.

      Queue Monitoring

      WidgetDescription
      Queue Counter by ChannelShow the number of calls in each queue for each channel to assist with rebalancing agents.
      In-queue AbandonsDisplay the percentage and ratio of inbound calls dropped after the call reached a queue.
      Average Speed of AnswerDisplay the average time it takes for a call to be answered by an agent.
      Average Call Duration by QueueShow the average length of calls by queue.
      Agent Counter by QueueShow the number of agents assigned to each queue.
      Queue Counter Waiting TrendMonitor the trend of interactions waiting in queue across selected queues and channels during a shift.

      Modifying and removing widgets

      In the top right corner of each widget are two buttons that you can use to modify the widget settings on-the-fly (1) or remove the widget from the Dashboard (2).

      Reporting Real-time Dashboard Settings And Delete Buttons

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