How to Use Queue Monitor

Queue Monitor is your live, at-a-glance view of what's happening in your call queues right now — who's waiting, who's on the phone, and which agents are available. If you're a supervisor watching a shift, this is the screen you keep open in a tab and glance at every few minutes.

Who sees this: Queue Monitor only appears if you're a supervisor assigned to at least one queue. If you don't see this tab at all, ask your administrator to assign you to a queue under Call Center supervision.

Where to Find It#

1. Log in to the Agent Portal.
2. Open the Queue Monitor tab (it sits at the front of the tab bar, before Recordings & CDR).

The screen refreshes itself automatically every couple of seconds — you never need to manually reload it during your shift.

What You're Looking At#

Choosing which queue(s) to watch#

At the top of the screen:

• The queue dropdown defaults to All My Queues, showing every queue you're assigned to stacked on the page. Pick one specific queue from the list if you only want to watch that one.
• The agent status dropdown lets you narrow the agent list to All Agents, Available, On Break, or Logged Out — handy when you just want to see who's actually available to take a call.

The queue summary#

Each queue you're watching shows its own heading with three running counts:

• Waiting — callers currently sitting in queue, not yet connected to anyone.
• Trying — calls currently ringing out to an agent.
• Answered — calls currently connected and being handled.

This is the fastest way to judge how busy a queue is before you step away for a break — if Waiting is climbing, it's not a good time to go.

The Agents & Tiers table#

This table lists every agent assigned to the queue, with:

The Calls table#

Underneath the agent table, each queue also lists the individual calls currently in it:

The Queue Monitor screen showing live agent status

Screenshot needed · queue-monitor-screen

Taking Action From the Screen#

If you have supervisor action permissions, both tables have clickable buttons:

On a waiting or active call, you'll see colored action buttons (not shown for calls marked Abandoned):

• Eavesdrop — rings your own extension; answer it in your UCBC Softphone to listen in silently. Only available once an agent has actually answered the call.
• Pickup — rings your own extension; answer it in your UCBC Softphone to take the call yourself.
• Transfer — prompts you to type a destination extension or number, then redirects the call there.
• End Call — immediately hangs up the call for both the caller and the agent. You'll be asked to confirm first, since this can't be undone.

On an agent row, when a call is actively ringing or connected to that agent you'll see Eavesdrop and Transfer buttons for that call. Otherwise you'll see a Call button, which rings that agent's extension directly.

Activity Log#

Click the Activity Log sub-tab (next to Live) to see a running history instead of the live snapshot:

• Every time an agent logs in, logs out, goes on break, or comes back from break.
• Every supervisor action taken from Queue Monitor itself — a pickup, transfer, end call, or eavesdrop.

Use the search box to filter by agent name. Click any Logged In entry to drill into exactly what that agent did during that login session.

Tips#

• Keep an eye on the Waiting count and the longest Time in the Calls table — that combination tells you how urgent things are better than either number alone.
• If Waiting is climbing and several agents show On Break or Logged Out, that's your cue to ask someone to come back online.
• The page keeps refreshing on its own — if you've opened a Pickup, Transfer, or End Call confirmation box, it's safe to take your time; the refresh won't close it out from under you.