Live Stats - Calls Waiting in Queue – Toku

Live stats provide a near Real-Time dashboard and live updates to key metrics for the Toku Agent Portal.

Access Live Stats via Toku Agent Portal: Agent Portal> Login>Live Stats - Calls Waiting in Queue

Live Stats’ Calls Waiting in Queue - Fields

Field Name	Definitions
Queued At	The date and time when the call was placed into the queue and began waiting to be answered.
Origin	The caller's phone number or source identifier from which the incoming call originated.
Queue	The name of the queue to which the incoming call was assigned for routing and handling.
In Queue Duration	The total amount of time the caller waited in the queue before the call was answered, abandoned, or routed elsewhere.
Action	Assing to Me: This option allows an agent to assign a call directly to themselves without changing their status to Available. This is particularly useful when a call is urgent or requires immediate attention, allowing the agent to take ownership of the interaction and prioritise its handling without affecting their current availability status.

Note:

The Live Page dashboard for the agent is automatically refreshed whenever a new call enters the queue or when there is a change in the status of any existing call. This ensures that agents and supervisors always have access to the most up-to-date queue and call information in real time.