Queue management
The queue is where customers wait to speak with an agent. This page explains how the queue works, what each status means, and how to manage your workload throughout the day.
What is a queue?
Section titled “What is a queue?”A queue is a waiting list. When a customer clicks the video support button on your company’s website, they are added to a queue and wait until an agent is available to take their call.
As a sales agent, you see your assigned queue on the Dashboard. Each row represents one customer waiting for help.
Reading the customer queue table
Section titled “Reading the customer queue table”The Customer queue table on your Dashboard shows:
| Column | What it means |
|---|---|
| Customer name | The customer’s name, as they entered it |
| Current page | The page on your company’s website the customer is viewing right now |
| Wait time | How long the customer has been waiting |
| SLA status | A colour badge showing whether the wait is within acceptable limits |
| Consent status | Whether the customer has agreed to recording |
| Actions | The Join button to start a call |
SLA status badges
Section titled “SLA status badges”SLA (service level agreement) status tells you how urgent it is to answer a customer:
| Badge | Colour | Meaning |
|---|---|---|
| Good | Green | Wait time is within your team’s target |
| Warning | Yellow | Wait time is getting long — answer soon |
| Critical | Red | Wait time has exceeded the limit — answer immediately |
Consent status badges
Section titled “Consent status badges”| Badge | Meaning |
|---|---|
| Granted | The customer agreed to recording during their pre-call form |
| Pending | The customer has not yet responded to the consent request |
Handle an incoming call from the queue
Section titled “Handle an incoming call from the queue”- Open your Dashboard and look at the Customer queue table.
- Find the customer you want to help — prioritise those with Critical or Warning SLA status.
- Click Join next to that customer.
- You are taken to the video call screen.
See Join and run a video call for full instructions on what to do once you are in the call.
When no customers are in the queue
Section titled “When no customers are in the queue”If the queue is empty, the table shows:
“No customers in queue — new customers will appear here when they join the queue.”
This is normal. Keep the Dashboard open and refresh it periodically. Customers appear in real time as they join.
Handle a missed or dropped call
Section titled “Handle a missed or dropped call”A call may be missed if:
- A customer left the queue before you clicked Join
- Your browser tab was closed or refreshed at the wrong moment
- A technical issue prevented the call from connecting
If a customer left the queue before you joined:
- They will no longer appear in the Customer queue table.
- Check your Call history page to see if the call was logged as Missed.
- Follow up with the customer by other means (email or phone) if your team’s policy requires it.
If a call drops unexpectedly during the session:
- Return to the Dashboard. The customer may still be in the queue.
- Click Join again if they are still listed.
- If they are gone, check Call history and follow your team’s missed-call process.
Availability and breaks
Section titled “Availability and breaks”In the meantime:
- To stop receiving calls, do not click Join for new customers in the queue.
- If you need to take a break, coordinate with your manager so they can monitor the queue.
- When you return, resume joining calls from the Dashboard.
Understanding daily statistics
Section titled “Understanding daily statistics”Below the queue table, the Daily statistics section shows your performance for the day:
| Statistic | What it means |
|---|---|
| Calls handled | Number of calls you have completed today |
| Quotes sent | Number of quotes sent during calls (if tracked by your team) |
| Sales closed | Number of sales completed during calls (if tracked by your team) |
| Customers waiting | Current number of customers in the queue right now |
What happens next
Section titled “What happens next”After completing a call, review your session notes and take any follow-up actions before moving to the next customer in the queue.