Objective

Compare current waiting work across Messaging, Talk, and Support.

Environment

  • Your account can view Overview queue performance cards.

Resolution

User Guide example: Messaging, Talk, and Support queue performance cards with real-time values, historical averages, and trend controls.
  1. Open Overview and scroll to the queue performance cards.
  2. Read In Queue and Queue Time for each available channel.
  3. Compare the historical averages and trend with the real-time value.
  4. Switch the trend bucket between 15 minutes, 30 minutes, and 1 hour when you need a different level of detail.
  5. Use the info icon for freshness details before escalating a change.
Note: Check the scope

A channel with no historical data for the period may show an unavailable value instead of zero.