The ‘Organization Unit Inbound Service Statistics’ widget shows services statistics comparatively to current / last day in 15 minutes intervals. It allows supervisors to estimate overall performance of the call center.

‘Organization Unit Inbound Service Statistics’ widget


Organization Unit Inbound Service Statistics Widget settings:

ColumnDescription

Name

Parent Organization Unit Name and Names of sub-Organization Units.

Lost 15’

The number of calls lost in queue during the last 15 minutes.

(info) Sub-Organization Units are summarized under the parent

Accepted 15’

The number of calls accepted during the last 15 minutes.

(info) Sub-Organization Units are summarized under the parent

Flow out 15’

The number of calls flowed out to the next distribution group during the last 15 minutes.

(info) Sub-Organization Units are summarized under the parent

Lost Since 00:00

The number of calls that have been lost in queue since 00:00 today

(info) Sub-Organization Units are summarized under the parent

Accepted 00:00

The number of calls that have been accepted since 00:00 today.

(info) Sub-Organization Units are summarized under the parent

Flow out 00:00

The number of calls that have been flowed out since 00:00 today.

(info) Sub-Organization Units are summarized under the parent

Reachability 15′

Shows the quantity of calls that were handled from the total received calls of corresponding Organization Unit during the last 15 minutes

Handled calls are calls accepted by the Agent.

(info) <Reachability value> is shown rounded up/down respectively.

Reachability

Shows the quantity of calls that were handled by agents compared to total of received calls of corresponding Organization Units.


Service Level Today 15′

Shows the quantity of calls that were made today (since 00:00) in SLA.

SLA value is a time from starting of the call queue time. Contact center leader or other administrative person can set it.

Call is in SLA if it was accepted within set SLA value.

Service Level Today

Shows the quantity of calls that were made today (since 00:00) in SLA. Remains at 100% if there are no calls.

(info) SLA value is a time from starting of the call queue time.