{"id":13112,"date":"2025-05-09T19:53:59","date_gmt":"2025-05-09T19:53:59","guid":{"rendered":"https:\/\/www.k12insight.com\/kc\/?p=13112"},"modified":"2025-10-27T20:27:28","modified_gmt":"2025-10-27T20:27:28","slug":"queue-management-streamlining-call-center-operations","status":"publish","type":"post","link":"https:\/\/www.k12insight.com\/kc\/how-to-articles\/queue-management-streamlining-call-center-operations\/","title":{"rendered":"Queue Management: Streamlining Call Center Operations"},"content":{"rendered":"\t\t
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Onflo (formerly Let's Talk!) Call Center Queue Management Dashboard allows System Administrators to manage call reporting and queue updates in real-time with ease! This article will review the <\/span>information provided on the dashboard<\/span>, as well as provide insight on some of the dashboard\u2019s most useful tools, including <\/span>call monitoring and sharing<\/span>, <\/span>call queue order updates<\/span>, and <\/span>agent status and order updates<\/span>.<\/span><\/p>

Real-Time Call Center Information<\/h2>

The Queue Management Dashboard displays the real time information of calls facilitated by your call center.<\/span><\/p>

Live Calls<\/h4>

All ongoing calls will be visible in your \u201cLive Calls\u201d section. This includes both incoming and outgoing calls, and displays important information such as the agent, queue, and duration.<\/span><\/p>

\"\"<\/h2>

Calls in Queue<\/strong><\/h4>

All waiting calls will be visible in your \u201cCalls in queue\u201d section. All incoming calls that are routed\u00a0<\/span>to a queue will be displayed here with important information such as the caller name, queue, and wait time. The calls are also shown in order, so the calls at the top of the queue will be taken first.<\/span><\/p>

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Callbacks<\/strong><\/h4>

If your call center allows callbacks, they are shown slightly differently on the Queue Management dashboard. When a customer requests a callback, their place in the queue is held. However, they are now shown with a \u201cCallback Requested\u201d icon in the Call Queue. They will move in the queue the same as regular incoming calls, but when agents pick them up, they will be making an outgoing callback rather than immediately connecting with the customer.<\/span><\/p>

\"\"Agent Queue<\/h4>

All agents are displayed in the Agents Queue section. Any agent that is working will be displayed on top, along with their specific status showing whether they are engaged in a call, wrapping up a call, or available. These agents are shown in order such that the agents on top will receive calls first. Any agents who finish a call will be placed at the bottom of the queue. Agents who are not working are shown below, either as Unavailable (meaning they\u2019re logged in) or offline.<\/span><\/p>

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Admin Call Management<\/strong><\/h2>

In addition to providing a real-time view of the call center, the queue management dashboard provides admin-level controls on calls in the queue.<\/span><\/p>

Listen\/Barge During a Live Call<\/strong><\/h2>

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System Administrators will see a list on the dashboard of all live calls. To silently listen in on an existing call, simply click on the \u2018Listen\u2019 button. Once you\u2019re listening to a live call, you\u2019ll see another option to \u2018Barge\u2019 in on the call, which allows you to join the call as an audible participant.<\/span><\/p>

Update Call Queue Order<\/strong><\/h2>

\"\"<\/p>

The Queue Management Dashboard gives supervisors control over call prioritization by allowing them to reorder calls in the queue. Simply drag and drop the call the the appropriate position, and the calls will be picked up according to the new order.<\/span><\/p>

Update Agent Statuses and Order<\/strong><\/h2>

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Supervisors also have controls over the agent queue. Similar to the call queue, they\u2019re able to drag and drop to rearrange the order in which agents receive calls. Additionally, supervisors can adjust individual agents statuses to make Available or Unavailable from either status, or from the Wrapping Up status.<\/span><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<\/div>\n\t\t","protected":false},"excerpt":{"rendered":"

Onflo (formerly Let's Talk!) Call Center Queue Management Dashboard allows System Administrators to manage call reporting and queue updates in real-time with ease! This article will review the information provided on the dashboard, as well as provide insight on some of the dashboard\u2019s most useful tools, including call monitoring and sharing, call queue order updates,...<\/p>\n","protected":false},"author":27,"featured_media":0,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"inline_featured_image":false,"_kad_post_transparent":"default","_kad_post_title":"default","_kad_post_layout":"default","_kad_post_sidebar_id":"","_kad_post_content_style":"default","_kad_post_vertical_padding":"default","_kad_post_feature":"","_kad_post_feature_position":"","_kad_post_header":false,"_kad_post_footer":false,"footnotes":""},"categories":[409],"class_list":["post-13112","post","type-post","status-publish","format-standard","hentry","category-how-to-articles","tag-call-center"],"_links":{"self":[{"href":"https:\/\/www.k12insight.com\/kc\/wp-json\/wp\/v2\/posts\/13112","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.k12insight.com\/kc\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.k12insight.com\/kc\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.k12insight.com\/kc\/wp-json\/wp\/v2\/users\/27"}],"replies":[{"embeddable":true,"href":"https:\/\/www.k12insight.com\/kc\/wp-json\/wp\/v2\/comments?post=13112"}],"version-history":[{"count":22,"href":"https:\/\/www.k12insight.com\/kc\/wp-json\/wp\/v2\/posts\/13112\/revisions"}],"predecessor-version":[{"id":14879,"href":"https:\/\/www.k12insight.com\/kc\/wp-json\/wp\/v2\/posts\/13112\/revisions\/14879"}],"wp:attachment":[{"href":"https:\/\/www.k12insight.com\/kc\/wp-json\/wp\/v2\/media?parent=13112"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.k12insight.com\/kc\/wp-json\/wp\/v2\/categories?post=13112"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}