In this section you can monitor all the activities taking place in the SMS Channel queues and eventually change its configuration and workflow in realtime.
You can also view the Agents status on all the available channels and eventually modify it.
When you enter the Realtime Section you find the following tabs:
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Agents
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Queues
In the Queues environment you can monitor the SMS Channel configured queues status:
- Name: the queue name.
- Logged in: in this column you find the total In: total number of online agents associated to the queue and (in round brackets) the .
- Available: number of the agents actually logged in the queue (e.g: in the picture above on 9 agents configured for the sales only 3 are logged in at the moment)
- Paused: in this column you find how many agents, amongst those configured, are actually in pause
- Ready: in this column you find how many agents, amongst those configured, are actually ready
- Waiting: in this column you find how many interactions are actually waiting to be managed in the queueagents in the queue (online and not in pause) available to receive interactions.
- Paused: number of agents paused in the queue.
- Waiting: number of interactions actually waiting to be managed in the queue.
For each available queue you can click on 
in order to make changes instantly:
- Edit Queue: use this function in order to edit the queue and make changes (like the queue strategy or the queue agents timeout)
- Add agents to SMS queue: use this function in order to add or remove agents from a queue