Queues

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Overview

The Queues page shows every call queue on your system: who’s in each queue, whether they’re logged in, and today’s call stats. From here you can log members in and out, pause them, and add or remove members. Any user with access to the portal can use this page. You don’t need a special role to manage queue memberships.

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What you can see

Each queue row shows: Click the arrow on the left of any queue to expand it and see the full member list.

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Member types

Each member in a queue has a Type badge showing how they were added:

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Member status

Each member row shows a status badge:

• Logged In: the extension is active and will receive calls from this queue
• Logged Out: the extension is a member but not currently taking queue calls
• Paused: logged in but temporarily not receiving calls from this queue

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Actions on a member

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Adding a member to a queue

1. Find the queue you want to add someone to.
2. Click Add Member on the right side of the queue row.
3. Search for and select the extension.
4. The member is added as a Realtime type and will appear in the list.

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Today’s stats explained

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Frequently asked questions

What’s the difference between Dynamic and Realtime members? Dynamic members are set up in the phone system. They can be logged in/out but not removed from the portal. Realtime members are ones you’ve added through the portal using Add Member. These can also be fully removed. Can I log someone in or out if they’re a Static member? No. Static members are permanently set up in the phone system and can’t be changed from the portal. Log a support call with Pear if you need to change a static membership. The Abandoned count is high. What should I do? A high abandoned count usually means callers aren’t being answered quickly enough. Check that enough members are logged in and not paused. You can also review detailed call history on the Call History page.