Reading queue health

Queue health is the top of the manager desk. It gives you one tile per view — Power Hour, Callbacks, Inbound, Coverage, and Overnight — with a count, the SLA risk, and the oldest item. Below it, Team presence shows each agent’s status and how long they have held it. Both read from the same work items agents see, so the numbers match.

What you’ll see

Each queue-health tile has three lines:

• The view name, for example Power Hour.
• The count, for example 14.
• A note, for example “2 at SLA risk”, “1 due this hour”, “oldest 4 min”, or “1 unassigned”.

Coverage stats sit above: “Locations covered · 4 of 4”, “Agents available”, “On call”, and “Overnight batch · 9 to review”.

Team presence lists Agent, Status, In status, Location, and View. Status is one of Available, On call, Wrap-up, or Break. In status is how long the agent has held it, for example “12:30”.

Steps

1. Open the manager desk. Read the tiles left to right.
2. Look for SLA risk first. A note like “2 at SLA risk” in Power Hour means two items are close to missing their first-attempt window.
3. Check Inbound’s oldest item. A missed call waiting more than a few minutes is usually the fastest win.
4. Compare counts with presence. If Callbacks shows “1 due this hour” and the only agent in that view is on Break, move the item to Coverage.
5. Watch time in status. A long Wrap-up may mean an agent needs help with a disposition.

Using the numbers

• Queue health is per location scope. A Northgate manager sees Northgate’s queues.
• The same figures feed the analytics view, so the counts you act on are the counts you report on.
• Alerts for queue health and SLA risk can post to Microsoft Teams or Slack; they name the view and location, never the contact.

If something looks wrong

• A count changes while you watch. Agents are claiming and dispositioning items. This is expected.
• Coverage shows unassigned items. Assign them from the desk or leave them for the overnight batch.
• Presence looks stale. Ask the agent to set their status. Time in status only updates when they change it.

Related

• Reviewing the overnight batch
• Approving an SLA-risk deferral
• Signing in and setting your status