1Stream on Dispatch: live queues, callbacks and the pod week
With 1Stream live events on, Dispatch shows each pod's queues as they happen: callers waiting and for how long, who is on a call, wrapping up or logged out, callbacks owed, and a pod week with each pod's service level.
What it does for you
Pod leads and dispatchers see queue pressure next to ticket load, spot someone stuck in wrap-up, hand out callbacks and log people in or out of a queue, all from Dispatch. Engineers see how many callers are waiting on Up next and can join or leave their own queue.
- Waiting: how many callers are in each queue, the longest wait counting up, and a square per caller that turns amber past the queue's answer target and red past twice it.
- Each person's line on the board: on a call and with which company, ringing, wrapping up, available, or not in the queue.
- Today: calls connected, calls abandoned, callbacks owed and past due, and the answer rate.
- Callbacks owed: who, when they called, when it is due, and who has it; assign one with the usual picker.
The pod week
The pod week shows each pod's service level from Monday to Friday: calls connected within the queue's answer target, divided by the calls offered. Abandoned calls count against it; voicemail is not service. A pod needs a minimum number of calls to qualify (20 by default), every pod is still listed, and ties rank equal. Each call that cost a pod, abandoned, voicemail or answered late, is listed with a plain reason. Pods are compared, never people.
After hours and on-call queues, and queues ticked as test queues in setup, are left out of daytime figures and the pod week. A caller who waited more than 5 minutes lands in a long-wait list where the pod lead writes the reason; a later sync never overwrites it.