The ‘Lost Tasks’ widget lists lost tasks by the Service and allows supervisors them to schedule a callback action. Callbacks will then be tracked via the Callback Tasks Widget.

‘Lost Tasks’ widget

The widget has the following controls:

NameDescription

Table of the first level

Name

Service Name.

Organization

Organization Name, which the corresponding service is related to.

Lost 15’

The number of calls lost in queue during the last 15 minutes.

(info) Adds up all lost calls from sub-organization units as well

Lost Since 00:00

The number of calls that have been lost in queue since 00:00 today

(info) Adds up all lost calls from sub-organization units as well

PDF

(info)Supervisor / Admin only:

A ‘PDF’ link for content export of the lost tasks into a PDF-document. 

Lost Tasks details table: Appears if at least one call was lost. Visible for Supervisor/The system Administrator only.

Customer

SIP address of a customer.

Click to call button

SIP hyperlink of corresponding caller.

(lightbulb) A click opens Lync conversation window of corresponding user.

Options: 

  • IM
  • Audio
  • Video
  • Desktop Sharing
  • Conversation Context

Click to initiate callback task button

Callback task for the lost call.

(lightbulb) A click opens ‘Initiate callback task’ window.

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.

Time until Accepted

Time when the call was accepted by the ICH service.

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

(lightbulb) ‘–:–:–’ is displayed in case the time is not set.

Time in IVR

Time duration in IVR. IVR is Interactive Voice Response.

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

(lightbulb) ‘–:–:–’ is displayed in case the time is not set.

Time Waiting in Queue

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

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

(lightbulb) ‘–:–:–’ is displayed in case the time is not set.