Instant Queue Manager supports both broadcast and monitored based queues. In terms of product feedback, the ability for experts and help desk managers to monitor IM queues was one of the most requested features of our earlier Queue Manager.
In Queue Manager V4, monitored queues are a key component of the overall application. Here is a brief video covering the expert's perspective of the monitoring panel and the inbound queue traffic across multiple queues. The following video displays an expert using Lotus Sametime to retrieve a customer from a help desk queue.