Queue service level (SLA)
Sales queue SLA reached 82%; answer performance within target
Watch your queues come alive
Call-center queue monitoring for agent status, calls waiting, average wait, abandoned calls, and SLA — with supervisor actions like pause, listen, and remove from queue.
- Live agent actions
- Real-time SLA & wait
- Built for contact-center supervisors
Our customers
Brands that trust Lumina
Real-time queue monitoring
See your queue wallboard live and operational
Real contact-center events — from SLA and average wait to agent login, abandoned calls, and pause — the clarity shift supervisors need.
Module features
Full queue control at a glance
Lumina queue monitoring helps supervisors see queue health, agent status, and answer metrics in real time — then act from the same screen.
Live queue wallboardService level (SLA)Average customer waitLive agent statusCall listening
Queue login & logoutPause / resume agentsFewer missed callsAbandoned callsShift coverage control
Live queue wallboard
Follow waiting, answered, and abandoned calls plus service level — updated live without refreshing.
Agent status overview
See who is available, on a call, ringing, or paused so you can balance shift coverage instantly.
Listen to calls
Review answer quality without interrupting the customer and coach the team in the moment.
Pause / resume agents
Temporarily stop an agent from taking calls, or bring them back online before wait times spike.
Quick queue login
Add an extension to the queue immediately when wait rises and keep customers from dropping off.
Emergency hangup
End an active call when operations require it and keep queue resources under control.
Remove from queue
Change queue membership fast to rebalance agents across sales and support queues.
Smart filters & search
Switch queues, find the right agent, and keep only the statuses that matter on screen.
Service level (SLA) alerts
Spot SLA drops or rising wait times early and rebalance agents before customers drop off.
Why Lumina queue monitoring?
Operational queue control — not just reports
Fewer missed calls
Spot average wait and abandonment early, then rebalance the queue.
Clear supervisor decisions
Real agent status replaces shift guesswork and spreadsheet updates.
Operational demo
In the intro session, run your own queue-monitoring scenario on Lumina.
FAQ
About queue and call-center monitoring
Which KPIs does Lumina queue monitoring show?+
Live queue and agent status, waiting/answered/abandoned calls, average wait/answer, and service level (SLA).
What supervisor options are available on agents?+
Pause/resume, hang up, listen, and remove from queue are available inside the module.
Does it work with our PBX or Asterisk?+
It depends on your architecture. In the demo we review your setup and recommend the right integration path.
How long is the queue-monitoring demo?+
Usually 30–45 minutes covers the wallboard, KPIs, and supervisor actions.
Can we buy only the queue monitoring module?+
Lumina is a unified contact-center panel — queue monitoring sits alongside extension/call monitoring, reports, and softphone.
Request an operational demo
See queue monitoring on your own scenario
Fill in the form and we’ll schedule an operational Lumina queue-monitoring demo for your team.
- Usually coordinated within one business day
- Your info is used only for the demo
Lumina specialists will call you to schedule the demo