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Queue Management
The Queue Management view lets supervisors create, configure, and monitor conversation queues. Queues control how incoming conversations are distributed to agents based on skills, channels, priority, and routing logic.
Navigate to the Queue Wallboard tab in the sidebar to open this view. The tab requires the queues.view permission. Creating, editing, and deleting queues requires the queues.manage permission.
Queue Stats
A row of four stat cards at the top summarizes the overall queue state.
| Card | Description |
|---|---|
| Total Queues | Total number of configured queues |
| Total Waiting | Sum of conversations waiting across all queues |
| Avg Wait Time | Average wait time in seconds across all queues that have waiting conversations |
| Active Queues | Number of queues currently in the Active state (not paused) |
Queue management dashboard showing stat cards for total queues, total waiting, average wait time, and active queues, with expandable queue cards below displaying inline metrics for waiting, assigned, avg wait, and agents
Queue Cards
Each queue is displayed as an expandable card with the following layout.
Card Header
| Element | Description |
|---|---|
| Icon | Contextual icon based on the queue name (e.g., headset for support, payments for billing, translate for language queues, storefront for sales) |
| Name | The queue name |
| Status badge | Active (green) or Paused (gray) |
| Priority badge | Priority level -- Urgent, High, Medium, or Low |
Inline Metrics
Four metric boxes are displayed inline on every queue card, visible without expanding.
| Metric | Description |
|---|---|
| Waiting | Number of conversations currently waiting in this queue. Color-coded: green (0--2), amber (3--5), red (6+). |
| Assigned | Number of conversations currently being handled by agents from this queue |
| Avg Wait | Average wait time for conversations in this queue |
| Agents | Number of agents currently assigned to this queue |
Expanded Detail
Click a queue card to expand it and reveal additional configuration and management options.
Assigned Agents
A list of agent chips showing each agent assigned to the queue. Each chip displays the agent's avatar (initials), name, and a remove button (if you have queues.manage permission).
To add an agent:
- Click the Add Agent button (dashed blue outline).
- A dropdown appears with a search field and a list of unassigned agents.
- Type to filter agents by name.
- Click an agent to assign them to the queue.
To remove an agent, click the X button on the agent chip. The agent is removed from the queue immediately.
Queue Configuration
| Field | Description |
|---|---|
| Required Skills | Skill tags that agents must have to receive work from this queue |
| Channels | Channel types this queue handles (WhatsApp, SMS, Email, Voice, Web Chat, Slack) |
| Routing | The routing method used to assign conversations -- Round Robin, Least Busy, Skills Weighted, or Manual |
| SLA Target | The target response time for conversations in this queue (e.g., "< 60s") |
Queue Actions
When the card is expanded and you have queues.manage permission, action buttons appear at the bottom:
| Button | Description |
|---|---|
| Edit Queue | Opens the queue configuration modal to modify settings |
| Pause / Resume | Toggles the queue between Active and Paused states. Paused queues stop receiving new conversations. |
| Delete | Permanently removes the queue. Requires confirmation. |
WARNING
Deleting a queue is irreversible. Conversations currently waiting in the queue will need to be handled manually or reassigned. Ensure the queue is empty before deleting.
Creating a Queue
- Click the Create Queue button in the top-right corner (requires
queues.managepermission). - Fill in the queue configuration modal:
| Field | Description |
|---|---|
| Queue Name | A descriptive name for the queue (e.g., "Sales", "Support Tier 1") |
| Description | Brief description of the queue's purpose |
| Priority | Urgency level -- Urgent, High, Medium, or Low. Maps to numeric values (10, 7, 5, 2). |
| Routing Method | How conversations are assigned to agents: Round Robin, Least Busy, Skills Weighted, or Manual |
| SLA Target | Free-text SLA target (e.g., "< 60s", "< 2m") |
| Required Skills | Multi-select of skills agents must possess |
| Channels | Multi-select of channel types the queue handles |
| Assign Agents | Multi-select of agents to initially assign to the queue |
CCaaS Configuration
Below the basic settings, additional CCaaS-specific fields are available:
| Field | Description |
|---|---|
| Business Hours | Toggle to enable/disable business hours enforcement. When enabled, a day-by-day schedule grid appears with configurable open and close times for each day of the week. |
| SLA Target (seconds) | Numeric SLA threshold in seconds before a breach is recorded |
| ACW Timeout (seconds) | After-call work timeout. Defaults to 120 seconds. |
| Overflow Queue | Select another queue to route conversations to when this queue exceeds capacity |
| Knowledge Base | Associate a knowledge base collection that agents can search when handling conversations from this queue |
- Click Create Queue to save. The new queue appears in the list immediately.
TIP
When configuring business hours, weekdays default to 09:00--17:00 (enabled) and weekends default to 09:00--13:00 (disabled). Adjust these to match your organization's operating hours.
Editing a Queue
- Expand the queue card you want to edit.
- Click the Edit Queue button.
- The modal opens pre-populated with the queue's current settings.
- Make your changes and click Save Changes.
The system synchronizes agent membership changes automatically -- agents added in the modal are assigned to the queue, and agents removed from the selection are unassigned.
Routing Methods
| Method | Description |
|---|---|
| Round Robin | Conversations are distributed evenly across assigned agents in rotation |
| Least Busy | Conversations are assigned to the agent with the fewest active interactions |
| Skills Weighted | Agents with stronger skill matches receive priority for assignment |
| Manual | Conversations wait in the queue until a supervisor manually assigns them |
Permissions
| Permission | Required For |
|---|---|
queues.view | Viewing the Queue Wallboard tab and seeing queue cards |
queues.manage | Creating, editing, deleting queues, and adding/removing agents |
Related Pages
- Live Monitor -- Monitor agent activity and intervene in conversations
- Agent Wellness -- Track agent burnout and workload
- Analytics Dashboard -- View aggregate performance metrics