Altigen AltiWare ACM 5.2, Administration Manual

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Chapter 22: Workgroup Configuration
282
AltiWare ACM 5.2 Administration Manual
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If the agent does not have wrap-up time configured, the idle time is calculated
from the end of last busy state.
•
Ring Average Longest Idle Member —the agent who averages being off the
phone the longest:
Average Idle Time = (Total Login Time - Total Talk Time) / Total
Calls Handled
•
Total Login Time = Cumulative WG login time since midnight
•
Total Talk Time = Cumulative WG I Outbound call duration since
midnight
•
Total Calls Handled = Total number of WG calls (I Outbound) handled
by the agent since midnight
If a new agent logs into a WG that has been operating for several hours, this agent
will have the highest priority to take the call.
If multiple agents log into a WG that has been operating for several hours, the one
with the longest idle time since login will have the highest priority to take the call.
•
Ring Fewest Answered Calls —the agent who has answered the fewest number of
calls.
•
Ring Shortest Average Talk Time —the agent who averages the shortest talk
time.
Note:
Average talk time is calculated as follows:
Average Talk Time (ATT) = Total Inbound Talk Time / Total
Inbound Calls Answered
The agent calculated with the lowest value for ATT is rung first.
•
Skill-Based Routing —the call will be routed according to the SKLR setting and skill-
based routing rules set up on the Skill Based Routing tab in the Workgroup
Configuration window (see “Setting Up Skill Based Routing” on page 269). When
Skill-Based Routing is selected, the agent with longest idle time will be selected to
take the call when multiple agents with the same skill level are idle.
Enable Single Call Handling for Agents
Check this check box to enable single call handling for workgroup agents.
Note:
If single call handling is enabled and the agent has one or more calls on hold,
AltiWare Administrator will not distribute the call to this agent. If single call
handling is
disabled , AltiWare Administrator will distribute calls to this agent even
when one or more calls are put on hold by this agent.
Handling Calls when Group Members Are RNA/Logged Out
You can set calls to forward to a specified destination when all group members either do
not answer the call (RNA) or are logged out. To do so, in the
GroupRNA/Logout
Handling section of the Call Handling tab, check the Enable Forward to check box,
and select a destination from the drop-down list. The forwarding options are the same
as for “Forwarding All Calls” on page 280.
Announce Agent Info
Check this check box to have the system announce the agent’s directory name before
an incoming workgroup call is transferred to an agent from the queue.