To be able to see callback-await-queue other than just queued after enabling FiFO.
Under their stats it shows "In Queue" and this is where they were seeing the total amount of calls in queue including call backs but now since enabling FiFO it shows them the total of "queued" calls only, not the total of call backs waiting (callback-await-queue) and "queued" calls. Is there a way to change this? They can certainly see the total under "active" but under active it also includes the calls that agents are currently actively on, making it hard to gauge pending volume.
In the example below, the "In Queue" says 1 but when you actually look into the queue there are a total of 5 calls that still need to be taken care of. I do not want to cause any confusion for our agents by them not knowing the exact total of calls that are still needing to be handled. In other words, I do not want them to assume there are fewer calls waiting.
Ma. Carmela
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