To access the Service Activity and Pacing widget, you can navigate to Monitor > Call Centers or Monitor > Service Groups, select the desired service from the navigation panel, and the Service Activity widget will be available on the upper right-hand side of the page.
This widget allows you to view the following information:
- CIP (IN/OUT/BLENDED): Calls in progress, for inbound, outbound, or blended service.
- Pace Method: Pacing method type (Abandon Rate, #/Agent, or Max CIP) selected by the user.
- Calls in Queue: Number of calls in the queue waiting to be transferred to an agent. This is followed in parenthesis by the duration of the longest call currently in queue.
- For example, 1(0:13) would mean you have 1 call in queue for 13 seconds.
- Throttle: Each pacing method can be adjusted to either enable more calls to launch or to curtail the number of calls that can be launched. The adjustment mechanism is referred to as a throttle.
- For example, for the Abandon Rate pacing method, the throttle can be set and then subsequently adjusted to allow for a 4% abandonment rate or a higher or lower abandonment rate. Each pacing method has a corresponding throttle that can be adjusted upward or downward.
- With Agent: This displays the number of active calls and the total number of agents logged into the service.
- For example, 4/8 * means that there are 4 active calls with an agent and a total of 8 agents logged into the service.
- Max Wait: Maximum amount of time an inbound or outbound call can be on hold as set by the user. By default, when the configured time threshold is met, a message will be played to the call recipient and the call will be terminated. Other options for Max Wait call handling can be configured in the Call Flow Editor (post-call survey, self-service payment IVR, voicemail box, etc.).
- For example, for a max wait of 30 seconds, the value 00:30 (mm:ss) should be used. For 1 minute 30 seconds the value 01:30 (mm:ss) should be applied. The maximum value for this setting is 99:59 (mm:ss).
For more information on pacing methods and how to update them, see .