25.2. Queue Status and Reporting

In most call centers, it is not enough simply to be able to route calls correctly. Of equal importance to most queues is the ability for supervisory and management staff to determine how the queue and the agents are performing. For this, two things will be of benefit: live queue status information, and some manner of reporting package.

25.2.1. Queue Status Display

Queue status will often be displayed on a large, wall-mounted panel or a reader board. Here are some of the kinds of information that might be included: