The 'Historical Inbound Service Sessions' widget shows for Supervisor all the sessions, which have been terminated per today (since 00:00:00), including lost sessions.
The widget has the following controls:
Sip address of a customer.
Time when the customer started the call to call center.
Shows if the call was lost.
If the call was declined by the customer until the Agent has accepted it, the session is marked as lost, the checkbox is selected and the corresponding row is highlighted with light-red color.
Time until Accepted
Time when the call was accepted by the LUCS-ICH service.
Time in IVR
Time duration in IVR. IVR stands for Interactive Voice Response and is everything between Accept call until the call is queued.
Time Waiting in Queue
Time duration that shows how long the customer has been waiting in the queue to get connected.
Connected to Agent Time
Time duration shows the talk time between customer and agent.
Recording of the session made by Verba: http://kb.verba.com
On Verba API Exception
An error is thrown in the following cases: