The 'Service State (graphical)' widget provides a graphical view of service performance (KPI).
The widget has the following controls:
Name | Description |
|---|
Reachability | Shows the percentage of calls that were handled from the total amount of received calls for the corresponding service.  Handled calls are the calls accepted by the Agent.
|
Service Level Today | Shows the percentage of calls of today (since 00:00) that were handled in Service Level Agreement (SLA). The SLA value is the time from starting of the call queue time. A call is within SLA if it was accepted within the set SLA value. |
Agents Overview | Number of Selectable / Unselectable Agents |
Longest Waiting Task | Shows the queue time of the longest waiting task |
