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In this section you can monitor all the activities taking place in the Email 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:




Panel
titleOn this Page:

Table of Contents


Agents

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Monitor Agents work in Realtime
Monitor Agents work in Realtime


Queues


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In the Queues environment you can monitor the Email  Channel Channel configured queues status:

  • Logged in: in this column you find the total number of Name: the queue name.
  • Logged 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 Image Modifiedin 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 Email  queuequeue:  use this function in order to add or remove agents from a queue


Accounts

In this section you can view useful realtime information about the Accounts of your system:

  • Name: Account name
  • Key: Account short name 
  • Total: the number of email interactions managed (in plus out)
  • In: the number of email interactions received
  • Out: the number of email interactions sent
  • IMAP Status: shows the IMAP status (connected/not connected)
  • SMTP Status: shows the SMTP status (verified/not verified)

Clicking on  you will see the commands you can apply to each Account:

  • Edit Account: you can edit and modify all your account information (see here for more details)information 
  • Verify SMTP: click here to verify the Account SMTP connection