The 'Service States' widget gives supervisors and overview about the current services state in order to provide information on the contact center state.

Service States Widget


The widget shows the following details:

Column Name

Description

Name

The Service Name.

Organization

Organization Name of the corresponding service.

Contact Object Type

Type of contact object (Lync / SfB, Exchange)

Signed In

The number of signed in Agents related to the first distribution group. → see Assigning Agent Traits and Duty Profiles

(info) Agents with 'OffDuty' profile status are not counted in this widget.

Signed In All

The number of signed in Agents for the corresponding service over all distribution groups.

(info) Agents with 'OffDuty' profile status are not counted in widget.

Ready

The Number of Agents which are ready to receive a call for the corresponding service related to the first distribution group.

Ready All

The Number of Agents which are ready to receive a call for the corresponding service over all distribution groups.

Direct Call

The Number of Agents working for the corresponding service, which are in a direct call.

(info) A direct call is a conversation between the Agent and non-service endpoint (incoming/ outgoing / internal).

Inbound Tasks

The Number of Agents of corresponding service, which are in a inbound service call (with customer) at the moment.

Outbound Tasks

The Number of Agents of corresponding service, which are in a outbound service call (with customer) at the moment.

Pending Tasks

The number of tasks to a corresponding service, which are queued at the moment.

Longest Waiting Task

Queue time of the longest waiting task in the queue of the corresponding service.