Column Name | Description |
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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.
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Ready | The Number of Agents which are ready to receive a call for the corresponding service related to the first distribution group. |
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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).
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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. |