Altigen AltiContact Manager Version 5.0A, Administration Manual

Page: 144 / 578

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
• Available —the number of agents who are available to receive
workgroup calls
• DND —the number of agents who are unavailable with the Do Not
Disturb status
• Wrapup —the number of agents who are in wrapup mode
• Not Ready —the number of agents who are in Not Ready state
• Busy —the number of agents who are currently on the phone
• Error —the number of agents with extensions that are left off-hook or
other user error
• Logout —the number of virtual extension agents who are logged out
• Unstaff —the number of physical extension agents who are logged out
• 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