Chat Queue Monitor

Monitor the real-time status of each queue, including the number of agents available for chat, the service levels for chat, the volume of open chats, and the age of the oldest open chats. This report uses a Queue parameter set. It may be found under the following path: Root > Reports > Chat Reports > Real-time.

The report is based on the Queue Monitor model and includes the following columns.

Queue Name

The queue being monitored.

Agents Available

For Chat The number of agents currently available for chat and working on the queue. This means the agents are marked as available and does not take into account whether they are at their max load. If push-routing is enabled, agents are considered to be working on the queue if it is configured to push chats to them (or a group they belong to). Otherwise, agents are considered to be working on the queue if they have permission to pull from it.

Current Chat SLA %

The number of chats currently open, which were serviced before reaching the department's service level for waiting time. This is expressed as a percentage of the number of chats currently open. The service level is defined in a department setting.

The SLA used by real-time reports is configured in the Chat - SLA for Response Time (Seconds) setting. For more information, see Chat Settings.

Chats Not Assigned

The number of open chats in the queue currently not assigned to an agent.

Oldest Chat Not Assigned

The age of the oldest open chat in the queue currently not assigned to an agent. Age is counted from the time of the chat being initiated.

Chats Not Started

The number of open chats in the queue currently assigned to an agent, which the agent has not yet clicked on.

Oldest Chat Not Started

The age of the oldest open chat in the queue currently assigned to an agent, which the agent has not yet clicked on. Age is counted from the time of the chat being initiated.

Chats In Progress

The number of open chats in the queue currently assigned to an agent, which the agent has clicked on at least once.

Oldest Chat In Progress

The age of the oldest open chat in the queue currently assigned to an agent, which the agent has clicked on at least once. Age is counted from the time of the chat being initiated.

If a resource is being shown in the report with all unpopulated or zero values, this may indicate that the resource has not been enabled for real-time monitoring. For more information, see About Real-Time Digital Reports.