Altigen AltiWare ACM 5.2, Administration Manual

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Chapter 22: Workgroup Configuration
AltiWare ACM 5.2 Administration Manual 263
Service Level Threshold
The Service Level Threshold scroll box allows you to select the length of time in
seconds that a call can be in queue before the call is logged in workgroup performance
statistics as having exceeded the allowable service level limits. You can set the value to
any number between 1–1200 seconds.
Service level is a service quality index which calculates the percentage of calls serviced
within a defined threshold for the defined period of time. The term "serviced" may not
necessarily mean answered. You can define the calculation method based on your
operation requirements. The service level percentage is calculated from midnight 00:00
a.m. and is reset daily. The calculated number will be output to the AltiAgent and
AltiSupervisor applications.
The
Service Level Calculations Options button opens the following dialog box.
Figure 2. 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: