The ‘Organization Unit Service KPI’ widget shows service SLA fulfillment statistics and performance metrics for the current day.
Parent Organization Units. Grouped below are sub-organization units if existing
|Speed of Answer 00:00|
Average time spent to answer calls.
Starts counting as soon as customer is waiting in line (Agent Request)
|Service Level 00:00|
Percentage fulfillment of (SLA) Service Level Agreement (handled / not handled calls)
Percentage reachability (taken calls / overall lost calls)