When
A supervisor (or a busy agent) wants to see how the queues are moving: the activity on each queue, how many people are signed in where, and — for one booking file — which queues it went through.
Check first
- For the whole office, start with a count (Count queues and list the names on a queue); these entries add the "who" and "how much happened".
Steps
| # | Entry | What it does | Why |
|---|---|---|---|
| 1 | QA/ALL | Shows the activity summary of all main queues. | The office-wide picture. |
| 2 | QA/41*CVP*D1 | Activity summary for queue 41, category VP, date range 1. | One pile only. |
| 3 | QA/18+21+22 | Activity summary for several queues. | The airline-reply queues together. |
| 4 | QAT/41 | Activity summary for queue 41 with its categories and date ranges. | The detail behind a busy queue. |
| 5 | QIN | Shows which queue you are in and how many people work it. | Avoid two agents on the same file. |
| 6 | QINC/22 | Counts the people working queue 22. | Is anyone on the schedule changes? |
| 7 | QINC/ALL | Counts people signed in to all queues. | Staffing at a glance. |
| 8 | *HQT | Shows the queue trail history of the open booking file. | When it was placed on or taken off a queue. |
| 9 | QW | Lists the queues the open booking file is on now. | Where it still waits. |
Check it worked
The summaries list queue numbers with their activity; *HQT shows dated entries for the file.
Traps
*HQTis not complete after a mass clear. Files emptied from a queue withQFREEdo not get a queue trail entry.- In the booking file history, queue events show with their own history codes (added to queue trail, removed from queue) — see Read the booking file history.
QINCcounts people, not files; useQCAfor files.- Another office: add its branch, e.g.
QA/7XQ1/ALLorQINC/7XQ1/ALL.