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Service pool level status
This view is is based on individual service pool data and reacts to the selected service pool filters. User filters do not have any correlation to these KPIs. Serving, active and free KPIs follow the same principle definition as in “Total level” -view.
KPIs
Serving: number of serving agents in the presented service pool
Active: number of active agents in the presented service pool
Free: number of active free agents in the presented service pool
On call: number of agents in a call in the presented service pool
Queue length: queue length in the presented service pool
Longest wait time: longest waiting time in the presented service pool
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Service pool group level status
This view is based on summarized service pool data and reacts to the selected service pool filters. User filters do not have any correlation to these KPIs. The dimension used for summarizing the group level status is based on the service pool grouping / naming, configurable in BeneDesk. Definitions and KPIS follow the same principle as in “Total level” -view.
Service pool location level status
This view is based on summarized service pool data and reacts to the selected service pool filters. User filters do not have any correlation to these KPIs. The dimension used for summarizing the group level status is based on the service pool location naming, configurable in BeneDesk. Definitions and KPIS follow the same principle as in “Total level” -view.
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