| Column | Description |
|---|
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.  Sub-Organization Units are summarized under the parent
|
Accepted 15’ | The number of calls accepted during the last 15 minutes. 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. 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 Sub-Organization Units are summarized under the parent |
Accepted 00:00 | The number of calls that have been accepted since 00:00 today. 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. 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. <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. SLA value is a time from starting of the call queue time.
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