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Service pool 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 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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