Dashboard: supervise queues
Use Dashboard during the shift to relate waiting calls to available agents. Start with a known queue and a clear operational question before changing membership or pause states.
Select the working view
Open Dashboard and choose the section you want to supervise, for example Customer care. The administrator creates these groups in Administration → Operational views and decides which queues you may see in Users and access profiles. You can then adapt their display from your own Preferences. The links below explain each setting.
Set the filters
Combine agent-state filters and Only queues with calls. Remove these filters when checking whether an apparently missing queue is simply excluded.
Read a queue card
Check waiting calls, longest wait, conversations and member states together. Inspect the activity chart when calls are present; a compact message replaces it when no calls are active. An agent can satisfy more than one state filter, for example being busy and paused in a queue.
Make and verify an intervention
Open the relevant agent control only after identifying the queue and extension. Available commands depend on your permissions. After an authorized pause, resume or membership change, read the response and check the next live update. A submitted command is not by itself confirmation of the resulting PBX state.
Find the correct group and personalize the view
Three settings work together. Operational views defines the shared organization and display names. Account permissions control pages and actions; its live resource scopes limit visible resources. Preferences adapts the authorized view to your work. Personal settings do not grant additional access.
Check the selected group
Select the expected section or group and clear any active display or state filters. Compare the visible items with another authorized view before reporting a missing resource.
Adjust your preferences
Open Preferences for your account and use the relevant display options. Save and return to the workspace to check the result. Ask the administrator about group membership, shared aliases or permissions that you cannot change.
Read the card before opening a command
Follow the same sequence for each queue so that comparisons use the same moment and state filters.
| Indicator or control | How to read and use it |
|---|---|
| Queue heading and waiting | Identify the queue, count the waiting calls and inspect the longest wait. A long wait with low volume still needs investigation. |
| Members and conversations | Relate current conversations to available, ringing, busy and paused members. Membership in several queues does not create several available people. |
| Agent control | Select the member in the intended queue. Check extension, action and permission before confirming; verify the refreshed state after the result. |
Understand why calls keep building up
If calls regularly build up in the same queue, note its name and the time of day. Open Global Dashboard and select that queue and the affected period: compare how many calls arrived, how many were answered and how long people waited. In Workload and forecasts you can test how many agents may be needed in those time slots. If configured, AI Manager also helps you review the current situation. You decide which changes to make.
Example: an increasing wait
If waiting calls rise while several members are paused, inspect those members and current conversations before changing coverage. Agree on an intervention, verify the new states, then watch whether waiting falls. Use historical reports for a longer comparison; the live card alone does not establish the cause of a service problem.
Use the controls, understand what changes
Queue nameDrag from this icon
To change the queue order, hold the dotted icon beside the queue name, drag the whole card and release it where you want it. The same personal order is used by Dashboard and Wallboard. This changes the display order, not how FreePBX distributes calls.
Drop the queue in the desired position: Obelisk saves the order to your account. Reopen the view to check it. A section or active-only filter can hide some cards; first clear that filter when you want to inspect the complete permitted list.
Try dragging from the dotted icon beside each name, or use Move earlier / Move later. This example only changes the cards below.
- Customer care
- Technical support
- Sales
Complete product screenshots
Illustrative data. Open the screenshot to enlarge it and match the controls to the instructions in this chapter.
Open complete screenshot
Read the workspace section by section
Match the numbers and panels below to the complete workspace. These screenshots use illustrative data; the procedures above explain how to work with your own installation.
Agent context
Inspect handled calls, the last completed call, membership time and the pause reason. Interact with agents, understand their states and act: pause or resume an agent, or remove them from the queue. Support a live conversation through coaching, listening or a conference, using the controls available to your account.
Queue in detail
Read agent states, waiting callers, queue health and activity together, and independently hide the information you do not need at that moment. In your Preferences, personalise the alert thresholds for waiting-call count, caller waiting time and agent inactivity.
Live queues
Compare live queue pressure, agent states, waiting calls and service indicators in one workspace.