The Call Cap Overview is a dashboard for monitoring call-cap status across your whole agency in one place, rather than opening each agent or queue. It does not set caps (you still set those in Agency Settings, Agent Settings, and the queue's Receiver Call Cap tab), it shows where every cap stands right now.
Where to Find It
Go to Call Routing → Call Cap Overview. The page title reads "Call Cap Dashboard."
Header Controls
By Agent / By Queue toggle: switch between an agent-centric grid and a queue-centric grid.
Refresh dropdown: Manual (default), 15s, 30s, 1m, or 5m. It refreshes caps, permissions, both grids, and the summary. Any non-Manual option starts live polling.
Filters to narrow the scope.
⚠️ Note: If more than 50 agencies are in scope, loading is suppressed with "Too many agencies selected to load at once." Narrow the filter to load.
Summary Tiles
Total Agents, Cap Enabled, Cap Reached, Active (Under Cap), and Dynamic Override.
Agent View
One row per agent, with columns:
Overall: composite status pill, Reached (red), Override (amber), Active (green), or No Cap. Shows an "ALL required" badge when the queue requires all caps to be reached.
Agency Cap, Agent Cap, and Queue Caps (a count of enabled queue caps).
Agency and per-row Actions.
Sorting the status columns puts the most-capped agents first. Default sort is most billable inbound, then name.
Row Detail (expand)
Expand any agent with a configured cap to see tabs for Agent Cap, Agency Cap, and Queue Caps. A "Dynamic override active" banner appears when an override is in effect. Each scope or queue row shows the Cap Type (Custom per-agent vs Default queue-wide), Status (Reached, Override, or Active), and Calls / Limit and Billable / Limit with progress bars ("no limit" when none is set).
Queue View
Rows fanned out per queue and agent, with Queue, Agent, Cap Type, Status, Calls / Cap, Billable / Cap, Agency, and Actions. When nothing is configured it shows "No queues with call caps configured."