`QUEUE`—In Queue

Inbound call waiting for an available agent.

Type

System

Agent selectable

Counts as dial

What it means

QUEUE calls are inbound or manually queued outbound calls waiting for agent pickup. Queue time is tracked for SLA reporting.

VICIPanel's inbound dashboard shows queue depth, longest-waiting call, and agent availability for every inbound group in real time.

Parked

Call is held on a park extension, not currently with an agent.

Queue Voicemail

Queue call rolled to voicemail after maximum wait time.

Transfer Parked

A transferred call that was parked awaiting pickup by the receiving party.

VICIPanel's CDR and reporting screens group related statuses, show trendlines, and alert on anomalies, no manual SQL needed.