My Queues Panel

This is accessed by clicking the button on the Toolbar.

Use this panel to see today's real-time statistics for queues and queue groups that are serviced by agents groups of which you are a member.

You can operate this panel by using your mouse or keyboard (see Accessibility Features).

Voicemail panel with 4 labels, numbered 1 to 4

Label 1

Panel help and control buttons

	Displays this Help page.
	This appears when there is not enough vertical space in the panel to display all of your queue statistics and indicates that the animation function is playing. This function moves the last queue statistics item from its out-of-view position at the bottom of the list to full visibility at the top of the list every 10 seconds, therefore allowing you to see all of your statistics without having to scroll through the list manually. When the animation function is playing, you can click the button to pause it. Whilst paused, clicking the button resumes the animation.
	Expands a single-width panel to double width, or a double-width panel to maximum width. Maximum width takes up all of the available workspace to the right.
	Collapses a double-width panel to single width, or a maximum width panel to double-width.
	Hides the panel. You can restore it by clicking the My Queues button on the Toolbar.
	Closes the panel.

Label 2

Statistics Display Area

Displays real-time statistics for every queue and queue group item that is serviced by the agent groups of which you are a member. The queue items are listed in alphabetical order and have the following meanings:

Active Calls
	The number of interactions (voice and all other channels) that are in progress with agents assigned to this queue or queue group or with any parties to whom these agents have transferred their interactions.
Active Calls within matched agent group
	The number of voice calls that are in progress with agents assigned to this queue or queue group, but excluding calls transferred by these agents to destinations not serving this queue or queue group.
Available Agents
	The number of agents in an Available status who are assigned to service this queue or queue group.
Current Wait Time
	The duration for which the contact at the front of the queue or queue group has been waiting.
Entrants
	The number of contacts who entered the queue or queue group today.
Last Routed
	The exact time when the last contact who entered this queue or queue group was routed to an agent.
Last Wait Time
	The queue wait time for the most recent contact who spoke to an agent.
Lost
	The number of contacts who hung up while waiting in the queue or queue group.
Lost in S.L.
	The number of waiting contacts who have hung up within the queue's service level threshold period. This period is configured by your storm administrator.
Queue Length
	The number of contacts in the queue or queue group who are waiting to be answered.
Routed
	The number of contacts who have been routed to agents from this queue or queue group.
Routed in S.L.
	The number of contacts who have been routed to agents within the queue's service level threshold period. This period is configured by your storm adminstrator.

A vertical scroll bar appears when there is not enough vertical space in the panel to display all of your queue statistics.

The statistics for each queue and queue group are configured by your storm administrator whom you should consult for further information.