| Name | Description |
|---|
Table of the first level |
|---|
Name | Service Name. |
Organization | Organization Name, which the corresponding service is related to. |
Lost 15’ | The number of calls lost in queue during the last 15 minutes.  Adds up all lost calls from sub-organization units as well
|
Lost Since 00:00 | The number of calls that have been lost in queue since 00:00 today Adds up all lost calls from sub-organization units as well |
PDF | Supervisor / Admin only: A ‘PDF’ link for content export of the lost tasks into a PDF-document.
|
Lost Tasks details table: Appears if at least one call was lost. Visible for Supervisor/The system Administrator only. |
Customer | SIP address of a customer. |
Click to call button | SIP hyperlink of corresponding caller.  A click opens Lync conversation window of corresponding user.
Options: - IM
- Audio
- Video
- Desktop Sharing
- Conversation Context
|
Click to initiate callback task button | Callback task for the lost call. A click opens ‘Initiate callback task’ window. |
Started | Time when the customer started the call to call center. <Started time> is displayed immediately after the call started. Is using a local time and Time Format that has been set by currently logged in user. |
Time until Accepted | Time when the call was accepted by the LUCS-ICH service. <Time Duration until Accepted> is displayed in the following format: HH:MM: SS. ‘–:–:–’ is displayed in case the time is not set. |
Time in IVR | Time duration in IVR. IVR is Interactive Voice Response. <Time In IVR> is displayed in the following format: HH:MM: SS. ‘–:–:–’ is displayed in case the time is not set. |
Time Waiting in Queue | Time duration that shows how long the customer has been waiting for the answer of Agent in a queue. <Time Waiting in Queue> is displayed in the following format: HH:MM: SS. ‘–:–:–’ is displayed in case the time is not set. |
