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When user right-clicks on a queue and selects ‘Show Details’
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the Queue Details View screen will be displayed as shown below. This screen provides a graphic representation of the queue and includes number of agents logged in, and their status, information on queue times, as well as the number of calls in this queue. The statistics reset daily at midnight.
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The Agents graph represents the number of agents in the queue that are busy, on a break and free to take calls.
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Queues can be grouped together for reporting to provide an overview. The queue group combines the Inbound and outbound queues statistics.
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