Queue Monitoring

When the phones are ringing off the hook and customers are waiting, standard reports aren’t enough. You need to see the full picture: how many calls are in the queue, which employees are available, and which calls require an urgent response.

Queue Monitoring is a simple tool for tracking incoming calls and employee workload. It shows manager activity and call flow in real time, helping you prevent disruptions rather than deal with the aftermath.

Monitoring setup instructions

The service answers key questions:

• How many customers are currently waiting for an answer?
• Are all employees handling the workload efficiently?
• Which departments are struggling to keep up with incoming call volume?] * [[#Key_Metrics_for_Today|Does response speed meet the expected level?

The For today section displays call statistics for the entire day — from 00:00 to 23:59. Each counter reflects key performance metrics:

• Answered and missed calls — whether managers are keeping up with incoming call flow.
• Missed call handling — how many missed calls were successfully returned by an employee or by the customer, and how many calls were left unanswered.
• Response speed — you can set an objective based on your company’s needs. For example, in the housing and utilities sector, when collecting meter readings, employees typically aim to answer 70% of calls within 30 seconds. In medical organizations, however, it’s crucial to respond instantly and handle 90% of calls within 10-15 seconds.

The Now section updates automatically every second and displays the current status of queues and employees. Tracked metrics:

• how many calls are awaiting response in the queue and in the IVR — the calls waiting longer than the service level objective;
• how many employees are available, and how many are not taking calls;
• how many employees are on the phone and the origin of these calls;
• how many calls are on hold, how many were on hold during the day, and how many of them were lost.

This section helps you quickly respond to peak workloads and operational disruptions.

To identify the root cause of an issue, use the Calls by departments and employees section.

Based on employee statuses (the colored circle next to the name), you can always see who is currently available for calls and who is not, and why. If employees receive calls to their desk phones, Communicator, CRM systems, or mobile apps, status data is collected from those devices. If managers use personal or corporate SIM cards, statuses are determined based on completed calls.

See more details about all statuses here.

To objectively assess each employee’s contribution, go to the For today tab. It helps compare managers not only by the quantity of answered and outgoing calls, but also by the quality of their work: track who actively handles missed calls and who answers incoming calls faster than the rest.

Incoming call volume is rarely distributed evenly. One department may be overloaded while another operates as usual. Queue Monitoring helps you identify these peaks both in real time and in daily performance results, so you can flexibly redistribute resources.

• Watch how the workload is distributed between departments right now in the Departments table on the Now tab. Compare departments by the number of calls in their queues at the moment, how quickly they answer incoming calls, and how long they spend on average per call.

• Monitor how calls were distributed between departments during the day and how efficiently the departments handled these calls on the For today tab. Here you can compare departments by the number of calls of different types, non-response redirections, and calls on hold.

This provides a clear view of workload distribution and helps identify bottlenecks in business processes.

For a detailed service connection guide, metrics setup and their calculation formulas, please see this article.