Calls in Queue lists every call currently in queue or scheduled for a queue callback in one place, across all skill groups by default. This replaces the legacy behavior of viewing one skill at a time from within Supervisor View. The list is sortable, filterable by skill, and sorted by longest wait time first by default.

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Accessing Calls in Queue

Calls in Queue is accessible to accounts with Supervisor or Admin permissions.

1. Navigate to Realtime Displays > Calls in Queue
2. All calls currently in queue across the selected skills are listed on this page

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Filtering by Skill

A Skills dropdown above the list controls which skill groups' calls are shown, summarized as a count (e.g., 5 skills selected).

• Select All toggles every skill on or off at once
• Individual skills can be checked or unchecked to narrow the list to specific skill groups

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Columns

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Transferring a Call

A transfer icon on each row lets a supervisor pull the call directly to a different skill, agent, or dialable number, without waiting for it to be answered through normal queue routing.

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Active and Snoozed Callbacks

Active and snoozed queue callbacks are counted in the upper-right corner of the tab. A snoozed callback returns to the active list automatically once its snooze timer expires.