Live queue dashboard
The live queue dashboard (Live queues) shows the state of the operation in real time. Instead of asking "how's the queue?", the supervisor looks at the screen.
The data arrives by push: the backend recalculates a single snapshot and sends it by socket on each relevant change (conversation queued, assigned, or finished, presence change, queue edit). The initial load comes over REST.
Indicators
| Indicator | What it measures |
|---|---|
| Awaiting now | Conversations in the queue without an agent |
| Average wait time | Average wait of the conversations in queue, with color bands (green/yellow/red) |
| Online agents | People available at this moment |
| Active queues | Queues with movement |
| Agents by state | How many are busy, away, or idle |
Per-queue table
| Column | What it shows |
|---|---|
| Awaiting | Conversations waiting in that queue |
| Average time | Average wait of the queue |
| Online | Online members of the queue |
| Distribution mode | Automatic (round-robin) or manual |
| Capacity | Current occupancy over the total allowed by the members |
| Average first-response time | How long the customer waited for the first human reply |
Agents table
Below, the list of all the queue members — including the offline ones:
| Column | What it shows |
|---|---|
| Agent | Photo (or initials) and name |
| In progress | Conversations open with the person right now |
| Finished | Closed today |
| Average time | Average duration of service (from the moment they took it until finishing), for the day |
| Average first-response time | Average wait of the customer until the first reply |
| Capacity | Open conversations over the total allowed by the person's queues |
How to use it in the operation
- Start the day by checking online agents and active queues.
- If awaiting now rises, look at the average wait time: the color says whether it's a normal peak or a problem.
- If an agent has full capacity, redistribute the conversations or adjust the queue.
- Use the average first-response time to train the team — it is the indicator most sensitive to customer experience.
No new tables
The dashboard does not create data: it is a snapshot calculated from the conversations, presences, and queue settings that already exist. Nothing in it needs to be maintained manually.