...
Calls - Relevant for SLA
| Criteria Used | Description |
|---|---|
| TotalCalls - CallsQueueFull | The difference between the total inbound calls offered and the total inbound calls queue full |
SLA - SLA1/2/3 x/y/z (s) - Count
...
| Criteria Used | Description |
|---|---|
| InServerCalls / TotalCallsCallsRelevantForSLA | The ratio in percent between the total inbound calls in service and the total inbound calls offeredrelevant for SLA. |
Queue - Hangups - Pre-Queue
...