Reporting: Queued Engagements

Queued Engagements: the number of total visitors waiting in the queue to be connected with an operator. See below the queued engagement total for a breakdown of visitors waiting for rich media vs. chat engagements.

Note that the routing logic will attempt to pair visitors with an available operator for their desired media type; however, if there is an abundance of visitors requesting rich media but extra capacity of agents available for chat only, the engagement may be downgraded to chat to minimize the wait time for visitors.

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