The ‘Organization Unit Service KPI’ widget shows service SLA fulfillment statistics and performance metrics for the current day.

Widget columns:




Parent Organization Units. Grouped below are sub-organization units if existing

Speed of Answer 00:00

Average time spent to answer calls. 

(info) 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)

Reachability 00:00

Percentage reachability (taken calls / overall lost calls)