‘Worst Ranking Inbound Services’ widget shows a Supervisor the worst services in one widget and it is easy to react fast and appropriated.
The widget has the following controls:
The position of service in rank. Records in widget are ordered by:
Organization Name, which the corresponding service is related to.
Lost Since 00:00
The number of calls that have been lost in queue since 00:00 today.
Shows the quantity of calls that were handled from the total received calls of corresponding service.
Handled calls are calls accepted by the Agent.
Service Level Today
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.