Queue status

To open the queue status window, select Menu | Queue status or press q.

In Queue status you see type of queue, queue time, number of contacts in queue as well as number of agents logged in to current queue.

• Type of contact channel is seen by the icon, such as for callback and for inbound calls.
• Green shows that there are contacts waiting and service levels are are fullfilled.
• Yellow and red shows that contacts have waited for so long, that service levels 1 and 2 respectively are not fulfilled.
• Media that are not yet supported in ACE Interact are served via ACE Agent.