How to Monitor Call Queue Agent Status in Analytics for 8x8 Work?

Objective

This guide explains how to use the Call Queue Dashboard to monitor the real-time status of your agents. Use this to determine if an agent is currently on a queue call, available for the next customer, or busy with other tasks.

Applies To

• Analytics for Work

• Call Queue

Procedure

 Follow these steps to access the real-time user table:  

1. Log in to Analytics for 8x8 Work.

2. From the left-hand navigation panel, select Call Queues.

3. On the dashboard, locate the Queue Table and select the specific Call Queue you wish to monitor.

4. Scroll down to the User Table section at the bottom of the page.

5. Locate the User Status (Live) column to see the current activity for each agent.

   

Additional Information 

The User Status (Live) column updates in real-time. Refer to the table below to understand what each status means for your team's availability:  Statuses:

• Available – Logged in and ready to receive queue calls.

• Offering – A queue call is currently being offered/ringing the user.

• Handling – The user is actively handling a queue call (Talking or On Hold; non-voicemail).

• Wrap-up – Post-call work time after a queue call ends; no new queue calls are offered.

• Paused – Temporarily not offered calls (e.g., after missing an offered call) for the configured pause time.

• Busy elsewhere – The user is busy with an interaction outside this queue (e.g., direct call, another queue call, or wrap-up from another queue).

• DND – Do Not Disturb; the user will not be offered queue calls.

• Logged out – The user has logged out of the queue and won’t receive queue calls until they log in again.

• Assigned – The user is assigned to the queue, but their current queue status is not yet known/available.

• Unassigned – The user is no longer assigned to the queue.

For more information visit our 8x8 Documentation, click here.