Altigen ACM 6.7, Administrator'S Manual

Page: 283 / 470

Setting Up Workgroups
MAXCS ACM 6.7 Administration Manual 269
Figure 126. Service Level Calculation dialog box
In the Method Options section, select one of the following:
• TSL (Total Call Service Level)—the service level calculation is: TSL% = Total WG
inbound calls within SLT / Total WG inbound calls. This is the default option.
•
ASL (Answered Service Level)—the service level calculation is: ASL% = Total WG
inbound calls answered within SLT / Total WG inbound calls.
• Customize —use the check boxes to enable at least one of the following three
options:
–
Answered Calls within Service Level
– Abandoned Calls within Service Level
–
Overflowed/Redirected Calls within Service level
divided by at least one of the following three options:
– Total Answered Calls
–
Total Abandoned Calls
– Total Overflowed/Redirected Calls
Workgroup Recording Options
The system administrator can specify the following workgroup call recording options for
a workgroup:
WARNING! Listening in to or recording a conversation without the consent of one or
both parties may be a violation of local, state and federal privacy laws. It
is the responsibility of the users of this feature to assure they are in
compliance with all applicable
laws.
•
Disable —no call recording.
•
Auto record to central location —records all workgroup inbound and outbound
calls, which are saved to a central location (defined in Recording Configuration on
the
System menu—see page 105); this option requires that either a shared
Concurrent Recording Session license is available or that a Dedicated Recording Seat
license is assigned to each workgroup member (configured in Extension
Configuration).