Queue overview
A calm read of the floor right now — where calls are waiting, which lines are holding their targets, and who is on the phones.
Calls waiting
52
8% vs. last hour
Longest wait
9:03
Retentions
Service level
88%
2 pts vs. target
Agents available
3
of 10 on shift
Abandon rate
3.4%
0.6 pts today
Service level — last 12 hours
target 85%3a6a9a12p3p
On targetBelow target
Needs attention
- Breached 4m ago
Retentions
SL 62% · 15 waiting
- At risk
Billing support
SL 78% · wait 6:41
- At risk
Complaints
SL 83% · wait 5:20
Live queues
Manage queues| Queue | Waiting | Longest | Service level | Agents | Status |
|---|---|---|---|---|---|
| Retentions | 15 | 9:03 | 62 | 6 | On target |
On call now
| Agent | Queue | Handle time |
|---|---|---|
| Maya Ortiz | Billing support | 5:12 |
Activity
Retentions breached SLA — service level 62%
breach