> ## Documentation Index
> Fetch the complete documentation index at: https://docs.contactship.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# Queue activity

> Analyze calls and agent states by period, interpret handling times and export results.

export const Availability = ({lang = 'es', plan, addon, permission, route, status}) => {
  const L = lang === 'en' ? {
    plan: 'Plan',
    addon: 'Add-on',
    permission: 'Permission',
    route: 'Where',
    status: 'Status',
    addonNote: 'enabled on request',
    allPlans: 'All plans',
    beta: 'Beta',
    nuevo: 'New',
    soon: 'Coming soon'
  } : {
    plan: 'Plan',
    addon: 'Add-on',
    permission: 'Permiso',
    route: 'Dónde',
    status: 'Estado',
    addonNote: 'se activa a pedido',
    allPlans: 'Todos los planes',
    beta: 'Beta',
    nuevo: 'Nuevo',
    soon: 'Próximamente'
  };
  const items = [];
  if (plan) items.push([L.plan, plan]);
  if (addon) items.push([L.addon, `${addon} · ${L.addonNote}`]);
  if (permission) items.push([L.permission, permission]);
  if (route) items.push([L.route, route]);
  if (status) items.push([L.status, L[status] || status]);
  return <div style={{
    display: 'flex',
    flexWrap: 'wrap',
    gap: '6px 22px',
    padding: '12px 16px',
    margin: '4px 0 24px',
    border: '1px solid rgba(2, 82, 255, 0.28)',
    borderLeft: '3px solid #0252ff',
    borderRadius: '8px',
    background: 'rgba(2, 82, 255, 0.05)',
    fontSize: '13.5px',
    lineHeight: '1.5'
  }}>
      {items.map(([k, v]) => <div key={k} style={{
    display: 'flex',
    gap: '6px',
    alignItems: 'baseline'
  }}>
          <span style={{
    fontSize: '10.5px',
    fontWeight: 600,
    letterSpacing: '0.07em',
    textTransform: 'uppercase',
    opacity: 0.65
  }}>{k}</span>
          <span style={{
    fontWeight: 500
  }}>{v}</span>
        </div>)}
    </div>;
};

<Availability lang="en" route="Queue activity" permission="reports.read; contact_center.read" addon="Contact center" />

**Queue activity** reviews operations over a period. It requires Contact center enabled plus reports and contact center permissions.

## Review a period

Choose dates and filters before comparing metrics. **Calls** and **Agents** tabs answer different questions: what happened to calls and how people spent their time.

| Data           | What to review                                      |
| -------------- | --------------------------------------------------- |
| Queue time     | Wait associated with entry                          |
| Response / ASA | Average response time according to the view         |
| Talk           | Speaking time                                       |
| Hold           | Hold time during the interaction                    |
| ACW / Wrap-up  | Post-call work                                      |
| Time by state  | Distribution of availability and other agent states |

Read each metric's label and help. The call card labeled **AHT (talk avg.)** uses average conversation time; agent AHT alerts include talk, hold and post-call work. Do not compare these as identical measures.

## Export

Tabs offer XLSX exports when data exists. Apply filters and check the period before downloading. For an empty-data message, review the range and selection.

## AHT alert

Contact center settings offer an agent AHT threshold in seconds. Empty or zero disables the alert. Configuration requires `organization.update`.

An alert highlights a value for review; it does not explain its cause. Compare call types and component times.

## Frequently asked questions

<AccordionGroup>
  <Accordion title="Is this the same as Live monitoring?">
    No. Monitoring shows current state; Queue activity reviews a period.
  </Accordion>

  <Accordion title="Why is the export empty?">
    Check the selected tab’s dates and filters. The app does not export when it finds no records.
  </Accordion>

  <Accordion title="Does setting the alert to zero block calls?">
    No. Zero disables the AHT alert. It does not change routing or call duration.
  </Accordion>
</AccordionGroup>

## See also

* [Monitoring](/en/contact-center/live-monitoring)
* [Queues](/en/contact-center/queues-and-skills)