Open Channel Realtime

What’s about

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 Agent's status on all the available channels and eventually modify it. 

When you enter the Realtime Section you find the following tabs:

Open

Agents

Please refer to this documentation. 

Queues

Open

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 with 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 waiting to be managed in the queue.

For each available queue, you can click on to make changes instantly:

• Edit Queue: use this function 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 to add or remove agents from a queue