‘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:
Name | Description |
Ranking | The position of service in rank. Records in widget are ordered by: - Reachability. Lower percentage services are higher in rank
- Service level. Lower percentage services are higher in rank
- Alphabetically (if Reachability and Service level are the same)
|
Name | Service Name. |
Organization | 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. |
Reachability | 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. |
