[Queues] General – Toku

This page is a component of the Real-Time Dashboard that enables supervisors to periodically monitor the Call queue(s) at any given moment.

To access the Queues, General select Admin Portal> Real-Time> Queues> General.

Users will view the above screen with two filters:

1. Page Refresher in Seconds: This filter allows users to set the interval for automatic screen refreshes, ensuring new data is added regularly. For example, if the user sets the interval to 60 seconds, the Real Time screen will refresh automatically every 60 seconds.

2. Filters: This dropdown option allows users to filter based on the Date and Time.

Date & Time: Allows users to see Real-Time from a specified duration. Users can pick a start period and an end period and view the data from that timestamp.

Page screenshot is available:

This real‑time Queues dashboard provides a high‑level summary of queue load and staffing for the selected interval.

Field Name	Definition
No. of Queues	Shows how many distinct call queues are currently configured or active in the system for the chosen time window, helping supervisors understand how many separate queues are being monitored at a glance.
Total Agents	Shows the total number of agents assigned to the visible queues in this view, indicating how many staff are available to handle calls across those queues in real time.

There is also a table that breaks down real‑time queue and agent performance for each of the queues.

Field Name	Definition
Name	The label of the individual queue to quickly identify which line you are reviewing.
No. of Waiting Calls	The current count of callers in the queue who have not yet been connected to an agent, indicating immediate demand on that queue.
Longest Waiting Time	The single highest wait time currently experienced by any caller in that queue, highlighting worst-case delay for customers.
Total Agent	The total number of agents logged in to the portal for that queue at this moment.
Available Agents	The number of agents in available status who can immediately receive the next incoming interaction from that queue.
Total Busy Agents	Total number of logged‑in agents who are in any busy or unavailable status and therefore cannot take new calls.
Busy Agents (Incoming)	Agents who are currently engaged on an inbound call in the Agent Portal.
Busy Agents (Outgoing)	Agents who are currently engaged on an outbound call in the Agent Portal.
Busy Agents (Others)	Agents who are in other configured busy states (for example, break, training, or custom busy codes) and are unable to take calls in the Agent Portal.
Agents Wrap-Up	Agents who are in after‑call work / wrap‑up status, completing post‑call tasks before becoming available again in the Agent Portal.
Service Level	The percentage of calls in that queue answered within the configured target time, reflecting how well that queue meets its service goal.

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