---
title: "Using dashboards to monitor queues"
slug: "supervisor-workflows-using-dashboards-to-monitor-queues"
description: "Monitor activity on your queues to troubleshoot issues and ensure proper agent balancing."
tags: ["monitor", "pre-queue abandons", "agent assignment", "in-queue abandons", "queue", "real-time", "monitoring", "dashboard", "widget"]
updated: 2025-09-24T15:33:15Z
published: 2025-09-24T15:33:15Z
canonical: "docs.voiso.com/supervisor-workflows-using-dashboards-to-monitor-queues"
---

> ## 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.

# Using dashboards to monitor queues

**Who should read this article**: Supervisors

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

## Introduction

The Voiso **[Real-time dashboard](/v1/docs/reporting-real-time-dashboard-overview)** provides a variety of widgets for contact center managers with different roles to monitor the contact center. Supervisors and floor managers can use the **[Queue Monitoring](/v1/docs/reporting-queue-monitoring)** widgets to keep track of Queue performance.

Before you can add and use the **Queue Monitoring** widgets, you must first create a dashboard. Refer to [Adding dashboards and widgets](/v1/docs/reporting-real-time-dashboard-overview#adding-dashboards-and-widgets) to learn how to create a new dashboard.

It's a good idea to make several dashboards so that you can group widgets according to your business needs. For example, you could make one dashboard for each team you monitor, or you could create one dashboard for agents and one for queues.

The following **Queue Monitoring** widgets are available for you to use:

### 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. |

[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.

## Use Case: Why aren't calls reaching agents?

Sometimes Inbound phone calls never reach an agent. These are referred to as *abandoned calls* or *abandons*. Voiso provides you with a **Real-time dashboard** widget that enables you to monitor when a call is routed to a queue but does not get answered by an agent (abandons): [In‑queue abandons](/v1/docs/reporting-in-queue-abandons-dashboard)

### In-queue abandons

Use the **In-queue Abandons** widget to monitor the percentage of inbound calls that were ended by the caller (dropped) after the call reached a queue but never reached an agent.

The digit display shows the percentage of calls that were abandoned in the last 15 minutes (1). The actual **In-queue Abandons** (2) and the **Total Inbound Calls** (3) are also shown. You can also choose to run an [historical report](/v1/docs/reporting-in-queue-abandons) (4).

![Reporting Real-time Dashboard In-queue Abandons Widget](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Reporting%20Real-time%20Dashboard%20In-queue%20Abandons%20Widget.png)

Callers hang up while their call is in-queue for many reasons. For example, the wait time might be too long because no agents are available to take their call.

If you notice that the percentage of calls being abandoned is rising, that could be an indication that you do not have enough agents assigned to handle calls on that queue, agents are taking too long handling calls, or your call flow does not provide an option for callers to receive a callback when wait times exceed a certain value.

Use these other queue monitoring widgets to determine whether you need to make adjustments to your queue or agent assignments:

- [Average Speed of Answer](/v1/docs/reporting-average-speed-of-answer)
- [Average Call Duration by Queue](/v1/docs/reporting-average-call-duration-by-queue)
- [Queue Counter](/v1/docs/reporting-queue-counter)

Review your queue settings in the **Edit queue** page. To access the **Edit queue** page, from the Voiso navigation bar, navigate to **Inbound > Queues**. On the **Queues** page, click the name of the queue you want to manage. Refer to [Queues](/v1/docs/inbound-queues) for information about the available queue configuration options.

![Inbound Edit Queue Page](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Inbound%20Edit%20Queue%20View.png)

## Use Case: Do I have enough agents to handle the call volume?

Voiso's [Agent Monitoring](/v1/docs/reporting-agent-monitoring) and [Queue Monitoring](/v1/docs/reporting-queue-monitoring) widgets enable you to monitor how busy your agents are and how many calls are waiting in each queue.

Use the **[Queue Counter](/v1/docs/reporting-queue-counter)** widget to view how many calls are currently in queue and also review the trend in calls handled by the queue over the last few hours. If the numbers are consistently over the threshold you have set for the queue, you can consider reassigning agents from another queue or other mitigation strategies.

![Reporting Real-time Dashboard Queue Counter By Channel Widget](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Reporting%20Real-time%20Dashboard%20Queue%20Counter%20By%20Channel%20Widget.png)

Use the **[Agent Counter by Queue](/v1/docs/reporting-agent-counter-by-queue)** widget to help you determine which queues need more agents assigned and which have more than is currently required.

![Reporting Real-time Dashboard Agent Counter By Queue Widget Line Chart View ](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Reporting%20Real-time%20Dashboard%20Agent%20Counter%20By%20Queue%20Widget%20Line%20Chart%20View%20.png)

Grouping widgets in a dashboard and including other queue and agent monitoring widgets can help you see the big picture and make decisions about agent queue assignment.

![Supervisor Guide Queue Monitoring Dashboard Example](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Supervisor%20Guide%20Queue%20Monitoring%20Dashboard%20Example.png)

## Use Case: Agent queue reassignment

If you determine through agent and queue monitoring that you need to move agents from one queue to another, Voiso makes that easy.

### Using the Agent List widget to reassign agents

To reassign an agent to a different queue from the **[Agent List](/v1/docs/reporting-agent-list-dashboard)** widget, follow these steps:

1. Click the agent's name.
2. In the **Agent Zoom**, click the **Queues** tab to open it.
3. Adjust the queue assignments.
4. Click **Assign**.

![Supervisor Guide Queue Monitoring Agent List Queue Assignment](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Supervisor%20Guide%20Queue%20Monitoring%20Agent%20List%20Queue%20Assignment.gif)

### Using the Edit queue page to reassign agents

To reassign an agent to a different queue from the **[Queues](/v1/docs/inbound-queues)** page, follow these steps:

1. Click the queue name.
2. On the **Edit queue** page, in the **Agents** section, click **Manage**.
3. In the **Agent assignment** panel, select agents to add to the queue.
4. Click **Assign**.
5. Click **Save**.

![Supervisor Guide Queue Monitoring Queue View Queue Assignment](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Supervisor%20Guide%20Queue%20Monitoring%20Queue%20View%20Queue%20Assignment.gif)

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 type of interaction, such as a voice call, initiated by a contact, such as phoning a contact center number. Also, an agent metric: the duration an agent was in the **Inbound** status after login.

Abandoned calls. Sometimes inbound calls do not reach an agent. They are abandoned by the caller either in your IVR before they reach a queue (pre-queue abandon), or after they reach a queue (in-queue abandon) but before they are routed to an agent.

The way a call or other interaction is routed within your contact center system from IVR to queue to agent or voicemail. An ideal flow always enables an interaction to reach the best target to handle it. A well designed flow never lets the caller reach a deadend or loop. A flow is your customer service road map. A well designed flow ensures that callers are given the correct options for the time of day they call. A good flow ensures that the call reaches resolution in the most efficient way.

## Related

- [Queue monitoring overview](/reporting-queue-monitoring-overview.md)