# 6.2.4 Queue monitoring

## Purpose of queue monitoring

Queue monitoring was developed to support users to monitor "Real-time" in each queue where the number of Agents in the specific status (online, free, answering, ringing) and the number of Customers waiting on the queue.

<figure><img src="https://content.gitbook.com/content/W1nWhVvoi55dxT8euy3M/blobs/H0MEx50NPCI94XNuX0R3/image.png" alt=""><figcaption><p>Image 1: Queue monitoring report</p></figcaption></figure>

## Queue monitor report fields

<figure><img src="https://content.gitbook.com/content/W1nWhVvoi55dxT8euy3M/blobs/0zaI0CwseYFXMs9UnJOk/image.png" alt=""><figcaption><p>Image 2: Queue monitoring report </p></figcaption></figure>

**(1) Online:** The agent has been logged in to the StringeeX system at the time of monitoring.&#x20;

**(2) Available:** The agent is online and has system call state and manual configuration call state available.&#x20;

**(3) On a call:** The number of calls entering the agent but not being picked up by the agent.&#x20;

**(4) Ringing:** The number of calls poured into the agent and picked up by the agent.&#x20;

**(5) Waitng:** The number of calls that have been queued but have not yet reached the Agent. For call waiting we will have 2 cases:&#x20;

&#x20;     \- All agents are busy (on call, no agent free).&#x20;

&#x20;     \- Exceeded the maximum number of waiting calls of the queue.&#x20;

**Note:** *items 2, 3, 4, 5 only apply to calls, not to chat channels.*