Queue and agent stats show why email work is stuck.

Queue dashboard metrics

The queue dashboard summarizes emails in queue, oldest email age, emails waiting beyond thresholds, manual assignment, no eligible agents, handled counts, review count, and spam count.

Agent readiness metrics

The queue agents view shows current status, routing state, emails handled today, voice load, total work, last handled time, queue active state, and eligibility. When an agent cannot receive ACD email assignment, GenEmails can make the reason visible.

Operational outcome

Supervisors can move from guessing to action: reassign conversations, address staffing gaps, correct queue eligibility, and prioritize older work before service levels suffer.