Queue Management in MyDstny
In the Group Queues tab, you’ll find an overview of all call queues you belong to or supervise. This section displays:
- Which queues you are a member of
- Which queues you supervise
- Number of available agents
- Number of logged-in agents
- Number of waiting calls (including callbacks)
Callback calls appear as "waiting" on the queue card but do not appear in the call list since they cannot be picked manually.
You can toggle your login status for queues. Additionally, you can:
- View all agents in the queue
- See waiting or parked calls
- View pickable calls
Statistics – Definitions
- Available: Number of agents ready to take calls
- Logged in: Total number of logged-in agents
- Waiting: Calls that have not been answered
A queue marked red means there are no available agents.
Agent List
Click a queue to see assigned agents. You can view:
- Whether an agent is logged in
- Availability status
- Skill level
Supervisors can log in/out agents.
Waiting Calls and Queues
There are three types of calls:
- Queued calls: Filtered by selected queue or shown all if none selected
- Parked calls: Always visible
- Pickable calls: Calls you can take over
Click a call to answer it directly.
Call Logs
Agents and supervisors can view queue call history – including answered, missed, or transferred calls.
Select a call to:
- Call back
- Send SMS
If metadata is enabled, it will be shown. Missed calls can be assigned manually with notes. Agents can also assign themselves.
Filter "My Calls"
Filter on Only assigned calls to me to see:
- Unhandled calls
- In Progress calls
Handled calls are not shown. Once handled, agents can update status and leave a note.
Handle Missed Calls & Callbacks
When a call is missed, the system enables callback handling:
- Supervisors can assign the call to an agent with a note
- Agents can assign missed calls to themselves
Assign/edit via the call and click Edit
Once assigned, the agent finds it under My Calls filtered by Only assigned calls to me.
Only Unhandled and In Progress are shown. Handled calls are hidden.
After follow-up, the agent updates the call status and adds a note.
Supervisor Statistics
Supervisors (with license) can see statistics for:
- Online activity
- Available and logged-in agents
- Queue length and wait time
- Answered / Missed / Total calls
Statistic Definitions
- Longest wait time: How long the first call has waited
- Average wait time: Average for answered calls
- Last wait time: Time for last answered call
- Dropped calls: Calls that ended before being handled
Customize Displayed Stats
Click the hamburger menu next to Group Queues and select Edit dashboard.
You cannot drag-and-drop stats. You may only add or remove them.
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