---
title: "Queue monitoring overview"
slug: "reporting-queue-monitoring-overview"
description: "Monitor activity on your queues to troubleshoot issues and ensure proper agent balancing."
tags: ["report", "queue", "reporting", "dashboard", "widget"]
updated: 2025-09-23T16:40:24Z
published: 2025-09-23T16:40:24Z
canonical: "docs.voiso.com/reporting-queue-monitoring-overview"
---

> ## Documentation Index
> Fetch the complete documentation index at: https://docs.voiso.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Queue monitoring overview

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

## Introduction

[Queue](/v1/docs/inbound-queues) 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

| Widget | Description |
| --- | --- |
| [Queue Counter by Channel](/v1/docs/reporting-queue-counter) | Show the number of calls in each queue for each channel to assist with rebalancing agents. |
| [In-queue Abandons](/v1/docs/reporting-in-queue-abandons-dashboard) | Display the percentage and ratio of inbound calls dropped after the call reached a queue. |
| [Average Speed of Answer](/v1/docs/reporting-average-speed-of-answer) | Display the average time it takes for a call to be answered by an agent. |
| [Average Call Duration by Queue](/v1/docs/reporting-average-call-duration-by-queue) | Show the average length of calls by queue. |
| [Agent Counter by Queue](/v1/docs/reporting-agent-counter-by-queue) | Show the number of agents assigned to each queue. |
| [Queue Counter Waiting Trend](/v1/docs/reporting-queue-counter-waiting-trend) | Monitor 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](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Reporting%20Real-time%20Dashboard%20Settings%20And%20Delete%20Buttons.png)

A technology that places inbound voice calls and omnichannel interactions into a virtual waiting line in which contacts waits to be connected with an agent. Queues direct calls to the best available agent to reduce waiting times. Interactions with different priorities can be assigned to different queues. Queues can play music and other messages to callers waiting to connect to agents. Voiso queues also offer contacts a callback option if the wait time on the queue is long.

The optimum number of agents assigned to a queue or Dialer campaign that ensures abandoned calls and agent and contact wait times are minimized. Use the Voiso agent, queue, and Dialer campaign Real-time dashboards to monitor key balancing indicators.

A display on a computer screen that enables easy viewing of real-time data, communication, KPI reporting, or technical information.

## Related

- [Historical reports overview](/reporting-historical-reports-overview.md)
- [Real-time dashboard overview](/reporting-real-time-dashboard-overview.md)
- [Queues](/inbound-queues.md)