Inbound Service Statistics

The 'Inbound Service Statistics' widget informs supervisors about services statistics for the last 15 minutes. This can be used to estimate performance of a service.

The widget has the following controls:

Control Name	Description
Name	Service Name.
Organization	Organization Unit Name, which the corresponding service is related to.
Lost in Queue 15'	The number of calls lost in queue during the last 15 minutes.
Accepted 15'	The number of calls accepted during the last 15 minutes.
Flowout 15'	The number of calls flowed out to the next distribution group during the last 15 minutes.
Total 15'	Total number of calls during the last 15 minutes.
Lost in Queue 00:00	The number of calls that have been lost in queue since 00:00 today.
Accepted 00:00	The number of calls that have been accepted since 00:00 today.
Flowout 00:00	The number of calls that have been flowed out since 00:00 today.
Total 00:00	Total number of calls since 00:00 today.
Reachability / Reachability Chart	Shows the percentage of calls that were handled from the total received calls of corresponding service. Variants of this column are not displayed in the widget by default, but can be added via settings.
Service Level Today / Service Level Today Chart	Shows the percentage of calls of today (since 00:00) that were handled in SLA. Remains at 100% if there were no calls that day. Variants of this column are not displayed in the widget by default, but can be added via settings. SLA is the time from starting of the call queue time. Contact center leader or administrators can define the SLA value per service in the distribution policy.