The service queue is a feature available on the platform to assign users to human agents.

The platform’s default setting ensures that all users (customers) are sent to a single service queue at all times. Agents can be assigned to multiple queues.

On the queues screen, you can monitor and supervise the current status of the service queues. This allows you to see how busy each queue is, how many users are waiting for service, and also gives you a high-level view of agent performance.

The screen consists of two panels: the queues panel and the selected queue panel. To access this information, go to Conversations > Service Queues.

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Queues Panel

On the left side, you’ll find the queues panel, where you select the service queue you want to inspect. This panel also shows a summary of the queue’s status, displaying:

• Number of users waiting in the queue
• Queue occupancy level:
• • Blue: users being served in this queue (by agents assigned to this queue)
  • Cyan: users from other queues being served by agents from this queue
  • Gray: unoccupied slots available for new users

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Note: Queues are automatically sorted based on the number of users waiting and the percentage of occupied slots.

Selected Queue Panel

This is the panel on the right. It has two parts:

• The top section shows the general status of the queue.
• The bottom section shows the activity of the agents in the queue.

General status of the queue:

• Vacancies: Slot occupancy in the queue.
• Agents: Compares the number of agents currently serving any user and the number of agents assigned to the queue who are not serving users.
• Users waiting: Number of users in the queue without an assigned agent. If there is a user waiting, clicking on the information icon opens a dialog box allowing you to jump to the conversation.
• Approximate wait time for the last user in the queue: Estimated remaining time to serve the last user in the queue.
• • Example: If 10 users are waiting and only 1 agent is available, with 3 open slots and an average handling time of 5 minutes: 3 users will be served immediately; the other 7 will wait for 5, 10, 15, 20, 25, 30, and 35 minutes respectively. So, the remaining time for the last user will be 35 minutes.
• Average time to first response: Average time from when a user is assigned to an agent until the agent sends the first reply. This is calculated using conversations from the last 3 hours. This number appears in red when it exceeds the expected average time.
• Maximum time an agent is not serving: Shows the longest time without agent intervention (only considers agents who are not currently present).

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Agent Activity

From here, you can monitor agent compliance activity. You’ll see the following information:

• Priority
• Device used for responses (computer or mobile)
• Agent name
• Specific average time for this agent to give a first response (shown in red when it exceeds the expected average)
• Time elapsed since that agent was last assigned a conversation
• This agent’s occupancy level

Clicking on an agent’s row lets you search for users and jump directly to the conversation.

Queues are automatically sorted based on agent availability. This means the first agent in the list will get the next new user. If all agents are equally available, they are sorted by priority.

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User Activity

You can get more information about user support activities. You’ll find:

• User: The user being served
• Assigned: Time elapsed since the conversation started
• Last message sent by: Shows which session member sent the last message
• Last message sent: Time since the last message was sent (regardless of who sent it)
• Last message: Shows the actual last message sent in the session
• Queue: Queue assigned to that session
• Bot: Indicates the bot that assigned the conversation
• Assigned by: Shows who assigned the session
• Conversation: Clicking the icon takes you directly to the chat

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Close conversations: By clicking this red button, all conversations assigned to this agent will be unassigned. The users will return to the queue with priority.

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Note: To access this screen and view all the details, you must be a super administrator, configurator, or have a custom role profile with permission to access the queues screen.