Using Center as a Supervisor
46
Center 4.0 User Guide
Viewing Group Statistics
The Group Statistics window displays—for each workgroup—real time
workgroup activity and performance, workgroup performance since
midnight, and a summary of agent data. The statistics displayed are for
workgroup calls only.
These statistics are reset every night at midnight.
Most of the statistics are self-explanatory, but you may wish to note the
following:
•
Wrapup—whether or not to allow wrapup time, and the duration that
can be used to wrap up after hanging up a workgroup call, are
determined in the AltiWare Administrator. The statistic shows the
number of agents that are currently in the wrapup state. The Agent
Statistics window displays the average wrapup time per agent.
•
Calls exceeding service level threshold—the service level threshold
is the maximum amount of time that is acceptable for a caller to wait
before the call is answered. This statistic represents the number of calls
exceeding that time limit.
•
Service level—the percentage of queued calls exceeding the service
level threshold.
Summary of Contents for CDR Search 4.0
Page 6: ...Table of Contents vi Center 4 0 User Guide...
Page 10: ...Warranty x Center 4 0 User Guide...
Page 16: ...Installation 6 Center 4 0 User Guide...
Page 24: ...Getting Started 14 Center 4 0 User Guide...
Page 44: ...Monitoring Extension Activity 34 Center 4 0 User Guide...
Page 54: ...Using Center as a Workgroup Agent 44 Center 4 0 User Guide...
Page 78: ...Index 68 Center 4 0 User Guide...