Altigen AltiContact Manager Version 4.6, Administration Manual

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The View Windows
4-8 AltiContact Manager Administration Manual
Workgroup View Window
The Workgroup View window displays data and statistics for
workgroups:
Figure 6. Workgroup View window
This window displays the following data:
• Extension—the workgroup pilot extension number
• Name—the workgroup name
• Agents—the number of agents assigned to the workgroup
• Login—the number of agents logged into the workgroup
• Not Available—the number of agents who are currently on the phone,
or who are unavailable with the Do Not Disturb or other status
• Wrapup—the number of agents who are in wrapup mode
• Queue—the number of calls waiting to be answered
• Waiting Time—the average waiting period before incoming calls are
answered
• Service Level—displays the percentage of calls being answered
within an acceptable period of time
• In Calls—displays the number of incoming calls to each workgroup