Call Monitor
Call Monitor lists every call waiting in queue and every snoozed queue callback across the selected skills, grouped by skill, with the ability to transfer a waiting call directly.
Call Monitor gives supervisors a live view of the calls waiting in each skill's queue, including queue callbacks, and the callbacks currently snoozed. Calls are grouped by skill and wait times update every second, so the longest-waiting callers are easy to spot, and a caller still on the line can be transferred to a different agent, skill, or number without waiting for normal queue routing.
Accessing Call Monitor
Call Monitor is accessible to accounts with Supervisor or Admin permissions.
- Navigate to
Realtime Displays > Call Monitor - All calls waiting in queue for the selected skills are listed on this page, grouped by skill
Views
The button in the top-right corner shows the current view and the number of calls in it — for example, Calls in Queue (0). Within Calls in Queue, two tabs on the left side of the filter bar switch between the calls waiting now and the callbacks that are snoozed. Each tab shows its own count.
| Tab | Description |
|---|---|
Waiting in Queue | Calls currently waiting in a skill's queue, including callers on the line and queue callbacks waiting for an agent |
Snoozed Callbacks | Queue callbacks whose snooze timer is running. A snoozed callback returns to Waiting in Queue automatically once its snooze timer expires |
Filtering by Skill
The Skills filter on the filter bar limits the list to the selected skills and shows how many are selected — for example, Skills 5 selected. Selecting it opens a dialog for choosing skills.
The skill selection applies to both tabs and is remembered between sessions. The number of calls matching the current tab and filter appears on the right side of the filter bar — for example, 0 waiting. When no calls match, the list shows No calls in queue.
Reading the List
Calls are grouped under a header for each skill, showing the skill name and the number of calls in it. Selecting a group header collapses or expands that skill's calls; collapsed groups stay collapsed when switching between tabs.
Waiting in Queue
Within each skill, calls are ordered by their position in the skill's queue.
| Column | Description |
|---|---|
| Wait Time | How long the call has been waiting in queue, updated every second |
| Skill Queue Pos | The call's position in the skill's queue |
| Caller ID | The caller ID name presented with the call |
| Number | The caller's phone number |
| Status | On the line for a caller waiting on the call, or Callback for a queue callback |
| Actions | A transfer icon, shown for On the line calls only |
Snoozed Callbacks
Within each skill, callbacks are ordered by when their snooze timer ends, soonest first.
| Column | Description |
|---|---|
| Wait Time | How long the callback has been waiting |
| Snooze Time Left | The time remaining before the callback returns to the queue |
| Caller ID | The caller ID name of the callback |
| Number | The number the callback will dial |
| Attempts | The number of callback attempts made so far |
Transferring a Call
A caller who is still on the line can be moved out of the queue without waiting for normal queue routing.
- Select the transfer icon on the call's row in
Waiting in Queue - Choose the destination — an agent, a skill, or a dialable number — and confirm the transfer
Updated about 9 hours ago