# View the number of contacts waiting in an Amazon Connect contact center queue
View contacts in queue

**To view the number of contacts waiting in a queue for an agent**

1. Log in to the Amazon Connect admin website at https://*instance name*.my.connect.aws/. Use an **Admin** account, or an account assigned to a security profile that has **Real-time metrics** - **Access metrics** permissions.

1. In Amazon Connect, on the left navigation menu, choose **Analytics and Optimization**, **Real-time metrics**, and then choose **Queues**.

1. In the **Queues** table, check the **In queue** column. 

   The **In queue** value shows the total number of customers who are waiting for an agent, including those who have requested a callback.  
![\[The In queue column in the Queues table.\]](http://docs.aws.amazon.com/connect/latest/adminguide/images/rtm-waiting-in-queue.png)

# View how many contacts are in a contact center agent's queue
Contacts in agent queue

To see how many contacts are in an agent's personal queue, add an **Agent queues** table to your **Real-time metrics**, **Queues** report. Then view these two metrics: 
+ **In Queue**—how many contacts are in an agent's personal queue.
+ **Queued**—the number of contacts added to their personal queue during the specified time range.

Use the following procedure. 

1. Go to **Analytics and optimization**, **Real-time metrics**, **Queues.**

1. Choose **New table**, **Agent queues** as shown in the following image.  
![\[The Agent queues option in the New table dropdown list.\]](http://docs.aws.amazon.com/connect/latest/adminguide/images/rtm-agent-queues.png)

   The **In queue** column displays how many contacts are in the agent's queue.

1. Review the metrics in then **In queue** and **Queue** columns.
**Tip**  
An agent is included in the **Agent queues** table only if they are online or there is at least one contact in the their queue.

## Add In Queue and Queue to the Agent queue table


If **In queue** or **Queue** don't appear in your **Agent queue** table, use the following steps to add them.

1. On the **Agent queues** table, choose **Settings**, as shown in the following image.  
![\[The Agent queues table, the settings icon.\]](http://docs.aws.amazon.com/connect/latest/adminguide/images/agent-settings2.png)

1. Choose the **Metrics** tab.

1. Scroll to the **Performance** section and choose **In queue** and **Queued**, and then **Apply**, as shown in the following table.  
![\[Queued and In queue options on the table settings page.\]](http://docs.aws.amazon.com/connect/latest/adminguide/images/rtm-metrics-in-queue.png)

   The changes appear in your table immediately.

1. Choose **Save** to add this report to your list of Saved reports. 

# View contacts in a contact center queue waiting for a callback
Contacts waiting callback

To see only the number of customers who are waiting for a call back, you need to create a queue that only takes callback contacts. To learn how to do this, see [Set up routing in Amazon Connect](connect-queues.md).

Currently there isn't a way to see the phone numbers of the contacts waiting for callbacks.