7.4. Monitor Queues 
The status of a queue can be monitored by the number of waiting calls and the waiting time of a call.
Monitoring the Number of Waiting Calls, Fax and Email
In the
Agent Binding List area, the symbol for a queue
provides information on its status.
| Symbol | Status |
 |
Normal
|
 |
Alarm for number of waiting calls, fax and email
The number of waiting calls, fax and email in this queue
has exceeded the threshold value. For each queue, an alarm
threshold value for the number of waiting calls can be
configured in the WBM by an agent with the authorization
level of a Supervisor or Administrator.
|
Monitoring the Waiting Time of Calls and Email
Calls and email for which the waiting time in the queue has exceeded the alarm threshold
value
are displayed in the Live Calls in red. For each queue,
an alarm threshold time value can be configured in the WBM by an agent with the
authorization level of a Supervisor or Administrator.