---
title: "Chat Queues"
canonical: "https://help.telegra.de/space/MCCE/9561348868498/Chat%20Queues"
format: markdown
---
The telegra Contact Center supports routing and assignment of chats in queues configured by an administrator. 

When a web chat request is received in the contact center, it is routed to a chat queue and an available agent is selected from the group assigned to the queue. 

Agents with the required skills can take individual chats from the incoming queue(s) and respond via their usual web interface.

### Control and Monitoring by Supervisors

Supervisors can monitor queues in real time via their web portal and, depending on the right, take direct action to maintain performance characteristics and ensure accessibility:

- View key performance statistics for each chat queue and track them live.
- View the status of each chat queue (number of chats waiting, average wait time, available agents.).
- Manage long chat queues and offload them by overflow settings from chats to another chat queue.

### Chat processing by agents

Agents have the following options available in their web interface:

- View information, such as the queue a chat is assigned to and the time the chat has spent in the queue.
- The current chat queues assigned to the agent.
- View the status of other agents and chat queues (if enabled by the administrator).
- Accept a chat request from a queue.
- Return an assigned chat to a queue or assign it to another agent in one of his user groups and remove it from his inbox (if allowed).
- Assign or unassign themselves to specific channels and/or queues (if so configured by the administrator).

> 📝 **Note:** If an agent is unavailable for a channel or queue because their availability has been changed (either by themselves or by a supervisor), but they are able to handle requests in that channel/queue, they are not automatically assigned chats from that channel/queue. However, you can still actively take over (pull) chats from the channel queue(s) if needed**.**

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