--- title: "Manage queues and agents through Call Center Monitoring" slug: "manage-queues-and-agents-through-call-center-monitoring" updated: 2026-03-27T19:09:08Z published: 2026-03-27T19:09:08Z --- > ## Documentation Index > Fetch the complete documentation index at: https://help.servicetitan.com/llms.txt > Use this file to discover all available pages before exploring further. # Manage queues and agents through Call Center Monitoring ## Overview Easily manage your call center queues with real-time insights. Call Center Monitoring lets you see how busy your call center is, view and monitor agent activity, and make changes to agent status. --- ### #### Who uses this feature - Administrators and managers - Applies to all business types #### Feature configuration - This feature is currently in Early Access and is subject to change. Reach out to your Pro Account Manager for more information. - The *View & Action Queue Monitoring* permission is required to use this feature. Please contact the account administrator on your team. For more information, see [Manage Contact Center Pro Permissions](/v1/docs/manage-contact-center-pro-permissions). ## Things to know - Agents can be added or removed from queues on the *User Management* screen. For more, see [View and edit employee information through User Management](/v1/docs/view-and-edit-employee-information-through-user-management). - Most data in the *Call Center Monitoring* section is updated in real time. However, the following metrics are not: - The *Call Stats* metrics in the agent flyout (*Accepted*, *Missed*, and *Rejected*) - The *Today's Performance* section - The *Average Wait Time* metric in the *Queues* section - These metrics reset daily to provide a snapshot of the team's performance for the current day. ## Access agent and queue details Expand the queue details to see the list of agents, their statuses, conversation channels and active conversations. 1. Go to Contact Center Pro. 2. In the side menu, click **Call Center Monitoring** to view metrics for your queues. For more information on the queue metrics, see [Call Center Monitoring screen overview](/v1/docs/call-center-monitoring-overview). ![Cursor Call Center Monitoring tab](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/manage-queues-and-agents-through-call-center-monitoring-image-p85bpv06.png)From here, switch between: 1. **Summary View:** A consolidated, at-a-glance view across all queues and agents. ![Call Center Monitoring Summary View](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/manage-queues-and-agents-through-call-center-monitoring-image-k7p1i248.png) 2. **Queues View:** A detailed queue list with per-queue drill-downs. ![Call Center Monitoring Queues View](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/manage-queues-and-agents-through-call-center-monitoring-image-zqjvlfop.png) ## View and manage agent information You can view and edit agent information on the Call Center Monitoring screen. ### Access agent information 1. On the *Summary View*, go to the **Agents** table. 2. Select an agent. ![Access agent information from CCP Call Center Monitoring](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/manage-queues-and-agents-through-call-center-monitoring-image-aiczmqvq.png) In the agent panel, you can view: - **Current status:** The agent's status and the time in that status. - **Daily summary:** *Accepted*, *Missed*, and *Rejected* calls. - **Queue assignments:** Queues assigned to the agent. ![Call Center Monitoring agent panel](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/manage-queues-and-agents-through-call-center-monitoring-image-z7w9jjls.png) > [!NOTE] > **Note:** These numbers reset daily to provide a snapshot of the team's performance. ### Change the agent's status Managers can change an agent's status if the agent forgets to update it (for example, for lunch) or in an emergency. > [!NOTE] > **Note:** Edit Queue Monitoring Agent Activity & Tasks permission is required to use this feature. 1. In the agent panel, click **Edit**![](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/icon-edit.png) next to the *Status* section. ![](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/manage-queues-and-agents-through-call-center-monitoring-image-8155b94p.png) 2. Select the status of your choice. ![](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/manage-queues-and-agents-through-call-center-monitoring-image-b6e2v961.png) 3. Confirm the change. ## View and manage queues On *Queues View*, select a queue and use the arrow to expand details. The *Agents* table shows: - **Agent:** Agents assigned to the queue - **Status:** The agent's current status categorized into three sections: *Unavailable*, *Available*, and *Offline*. - **Unavailable:** Away from desk, Break, Unavailable, (Extended) Wrap Up, On Call - **Available:** Available - **Offline:** Offline > [!NOTE] > **Note:** Each section is sorted by the longest time in the status. - **Time in status:** Duration in the current status. - **Conversations:** Total conversations assigned to the agent, by channel. - **Active conversations:** Whether the agent is on an active call or ringing. ![](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/manage-queues-and-agents-through-call-center-monitoring-image-44ljmtv7.png) > [!NOTE] > **Note:** A system warning is triggered if an agent remains on a call for over 15 minutes. From here, click the agent name to open their panel and edit their status. ## Want to learn more? - See [Contact Center Pro](/v1/docs/contact-center-pro) - See [Set up queues in Contact Center Pro](/v1/docs/set-up-queues-in-contact-center-pro) - See [Set call routing rules in Contact Center Pro](/v1/docs/set-call-routing-rules-in-contact-center-pro) - See [Call Center Monitoring overview](/v1/docs/call-center-monitoring-overview)