How to Manage the Support Queue

The Queue gives you a live, single-screen view of your support load: who is waiting for a human, which agents are free, pending callbacks, and how you are tracking against your SLAs. It updates in real time so you can keep wait times down and make sure nothing slips through.

Open the Queue

Select Queue in the sidebar (under OVERVIEW).

The metric cards

Eight cards across the top refresh in real time (roughly every 10 seconds, plus live updates).

Card	What it shows
Customers Waiting	How many customers are in the queue right now.
Avg Wait Time	Average time customers have waited, with the longest wait beneath it.
SLA Status	How many customers have exceeded the wait-time target (turns red above zero).
Agents Online	Available agents over total agents who can handle chats (for example 3/3).
Email Callbacks	Pending email callbacks, with how many were completed today.
Phone Callbacks	Pending phone callbacks, with how many were completed today.
Response Rate	Share of interactions answered within target.
Abandon Rate	Share of customers who left before being helped (lower is better).

SLA alert and Notify Supervisor

Below the cards is an SLA banner. When everything is on target it reads "SLA Status: All Targets Met." When customers breach the wait-time threshold it turns into an SLA Breach Alert with the count, and a Notify Supervisor button that emails your Supervisor so they can step in.

The four tabs

The Queue is one page with four tabs. Each has its own guide:

• Queue Overview — the live queue of waiting customers, assigning them to agents, and current availability.
• Agent Status — each agent's live status, workload, and on-the-fly capacity.
• Callbacks — pending, completed, and all callback requests, and assigning them.
• Analytics — SLA performance and queue trends.

For how the queue decides who is served first and what customers see when no agent is free, read How the Callback Queue Works.

Who can do what

Action	Who can do it
Open the Queue page	Account Manager, Supervisor, Admin, Owner.
Assign a waiting customer or callback to an available agent	Account Manager and above.
Force-assign past an agent's chat limit, or reassign an already-assigned chat	Supervisor and above (a confirmation appears).
Notify Supervisor (SLA breach)	Anyone who can see the page; it emails the Supervisor.
Set an agent's durable capacity, working hours, and availability	Managed in Team Management.

Verify it's working

1. From your widget or the Playground, start a chat and request a human.
2. Confirm it appears on Queue Overview and that Customers Waiting goes up.
3. Assign it to an agent and confirm the count drops.

Troubleshooting

The queue is empty when it should not be

Confirm human support is enabled on the chatbot and that customers are actually requesting an agent. Only conversations that ask for a human enter the queue.

I can't see the Queue in the sidebar

The Queue needs the Enterprise plan (or an active trial) and an Account Manager role or above. Check your subscription and ask an Owner about your role in Team Management.