Monitoring queues in Ignite

The Queue Now monitor available in Ignite enables supervisors to view queue or queue group statistics and a summary of current agent states for each queue or queue group in real time.

Queue statistics include Offered, Service Level %, Interactions Waiting, Requeued, and Longest Waiting. Handled, Interflowed, and Abandoned counts can also be accessed by hovering over ‘Offered’ for each queue or queue group.

The following table lists and describes queue statistics that display in the Queue Now monitor in Ignite.

Table 1. Queue Now monitor statistics - Ignite
STATISTIC	DESCRIPTION
Offered	the total number of interactions offered to the queue or queue group
Service Level %	for a queue, this is the percentage of interactions handled within the queue’s Service Level Time value over the day for a queue group, this is the lowest percentage of interactions handled within the queue’s Service Level Time value over the day across all queues
Contacts Waiting	the current number of interactions in queue waiting for a member to become available, including those listening to silence, music, or recorded announcements
Requeued	the total number of ACD interactions requeued Note: This statistic displays information for ACD paths only. Statistics for Ring Groups display as '0'
Longest Waiting	the current duration, in minutes and seconds, of the interaction waiting the longest in queue or queue group
Handled	the total number of ACD interactions handled by members
Interflowed	the total number of ACD interactions interflowed interflow is a mechanism that directs an interaction waiting in queue to another answer point Note: If an interaction waiting in queue is redirected before the queue's short abandoned time has elapsed, the queue is pegged with a Queue Unavailable count rather than an interflowed count. For the Interflowed peg to occur, the redirection must occur after the short abandoned time has elapsed
Abandoned	the total number of interactions abandoned before being answered by members Note: Abandoned does not peg short abandons as abandoned interactions in the Queue Now monitor. The Abandoned column in the Interactive Visual Queue monitor displays all abandoned interactions. Because of this difference, you may notice discrepancies between the abandoned call information in these two monitors

The current number of agents, by state, also displays for each queue or queue group for the following agent states:

Idle: includes agents who are available for ACD but not currently handling any interactions
ACD: includes agents in ACD and ACD Hold
Non-ACD: includes agents in Non ACD, Non ACD Hold, Outbound, and Outbound Hold
Unavailable: includes agents in Do Not Disturb, Busy, and Work Timer

The Queue Now monitor in Ignite is accessible from your Ignite Dashboard, To learn how to add and configure settings for the Queue Now monitor in Ignite, see "Configuring Ignite dashboards".

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