A
Aline Carvalho
On the “conversations” screen, create an option for service queues, where we will see queue totalizers that could be filtered by agent or team.
On this screen we could see key indicators such as:
  • Number of customers in line (they haven't started the service yet)
  • Maximum time in line
  • Average time in line
  • Number of customers in service (already assigned to an agent)
  • Average number of tickets per agent
This view on this screen is important to facilitate the manager's view without the need to follow up on a report, making it possible to view the status of your operation in real time.
This queue view could be available only to the Admin user.
·