Twilio provides real-time queue monitoring within your Twilio Flex contact center.
Account Owners, System Admins & Supervisors
Platform roles required to monitor queues in real-time.
To monitor queues in real-time, users will navigate to the Queue Stats screen.
Navigate to Menu > Queue Stats
Monitoring Queues
Within the Queue Stats screen, you will be able to view a summary of tasks within your Twilio Flex contact center which includes:
- Active Tasks: displays the total number of tasks agents are currently handling
- Waiting Tasks: displays the total number of tasks in the queue that are waiting for an agent
- Longest Wait: displays the wait time of the task that has been in the queue the longest
- Agents Summary: displays the total number of available, unavailable, and offline agents
Additionally, all of your individual queues within your Twilio Flex contact center will be listed with the following metrics.
- Active Tasks: displays the total number of tasks agents are handling for a specific queue
- Waiting Tasks: displays the total number of tasks in the specific queue waiting for an agent
- Longest Wait: displays the wait time of the task waiting for the longest time in a specific queue
- Agents Summary: displays the total number of available, unavailable, and offline agents for the specific queue
