SLA email

[Ronin]

Hello,

Our calling queue is configured with a 120 sec SLA.
Two agents are logged in:
One would be busy talking on the phone and the other one is available.
If the queue gets a call it will be transferred to the available agent and when the 120 sec passes we will receive this email:

Total number of callers when breach occurred: 1
Calls in service:0
Calls waiting to be serviced: 1
Waiting for: 00:02:00

What does "Calls in service:0" mean?
To which agent is it referring to?

 

[diamond9]

If both agents in the queue are making outbound calls or had a call transferred to them from another agent then they wont be classed as a "Call In Service" could they have been on a outbound call or even an internal call?

 

[Ronin]

Thank you for your answer!
Yes indeed, it was an internal call and therefore "calls in service:0"