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

Agents

Please refer to this documentation. 

Queues

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

• Name: the queue name.
• Logged In: total number of online agents associated to the queue.
• Available: number of agents 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 Open Channel queue:  use this function in order to add or remove agents from a queue