The 'Service State (graphical)' widget provides a graphical view of service performance (KPI).
The widget has the following controls:
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.
Number of Selectable / Unselectable Agents
Longest Waiting Task
Shows the queue time of the longest waiting task