The 'Service State (graphical)' widget provides a graphical view of service performance (KPI).

'Service State Graphical' Widget



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.

(info) 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).

(info) 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