V3 SMS Realtime

What’s about

 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 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

Queues

Open

In the Queues environment you can monitor the SMS 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 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 SMS queue:  use this function to add or remove agents from a queue