Service States

The 'Service States' widget gives supervisors and overview about the current services state in order to provide information on the contact center state.

Service States Widget

The widget shows the following details:

Column Name	Description
Name	The Service Name.
Organization	Organization Name of the corresponding service.
Contact Object Type	Type of contact object (Lync / SfB, Exchange)
Signed In	The number of signed in Agents related to the first distribution group. → see Assigning Agent Traits and Duty Profiles Agents with 'OffDuty' profile status are not counted in this widget.
Signed In All	The number of signed in Agents for the corresponding service over all distribution groups. Agents with 'OffDuty' profile status are not counted in widget.
Ready	The Number of Agents which are ready to receive a call for the corresponding service related to the first distribution group.
Ready All	The Number of Agents which are ready to receive a call for the corresponding service over all distribution groups.
Direct Call	The Number of Agents working for the corresponding service, which are in a direct call. A direct call is a conversation between the Agent and non-service endpoint (incoming/ outgoing / internal).
Inbound Tasks	The Number of Agents of corresponding service, which are in a inbound service call (with customer) at the moment.
Outbound Tasks	The Number of Agents of corresponding service, which are in a outbound service call (with customer) at the moment.
Pending Tasks	The number of tasks to a corresponding service, which are queued at the moment.
Longest Waiting Task	Queue time of the longest waiting task in the queue of the corresponding service.