The ‘Live Service Sessions’ widget shows current live sessions in order to provide supervisors with information about the working state of the contact center.

'Live Service Sessions Widget'

‘Live Service Sessions Widget’

The widget has the following elements:

NameDescription
ServiceService Name.
Direction

Session type, can either be: 

  • Inbound
  • Outbound
CustomerSip address of a customer.
Started

Time when the customer started the call to call center.

(info) <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.

State

State of the current call:

  • Incoming – the call has been started + Time in IVR;
  • InQueue – the call is placed in the queue;
  • Connected – the call is accepted by the Agent/Customer (depending on session type).
  • In Queue – session is in queue to be answered
  • Created – outbound session is created, the search of agent is started
  • Preview – outbound task is accepted by the agent
  • Connecting to Respondent – ringing form the agent to the customer (outbound session)
  • Terminated – the outbound session in process of terminating
AgentFirst and last name of the agent connected in the session
Accepted

Time when the call was accepted by the ICH service.

(info) <Accepted Time> is displayed using a local time and Time Format that has been set by currently logged in user.

Queued

Time when the queue has been started.

(info) <Start time of queue> is displayed using a local time and Time Format that has been set by currently logged in user.

Terminated

Time when the call has been terminated.

(info) <Terminated Time> is displayed using a local time and Time Format that has been set by currently logged in user.

Waiting Time

Time duration that shows how long the customer has been waiting for the answer of Agent in a queue.

(info) <Waiting Time> is displayed in the following format: HH:MM:SS.

(info) If the call was accepted or terminated or Queued time has not being started, then ‘–:–:–‘ is displayed.