Altigen MaxACD Administrator, Manual, Page: 167 / 261

Setting Up Workgroups
MaxACD Administrator Manual 157
Figure 18-3. 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:
WARNING! Listening in to or recording a conversation without the consent of one or
both parties may be a violation of local, state and federal privacy laws. It
is the responsibility of the users of this feature to assure they are in
compliance with all applicable
laws.
• Disable —no call recording.
• Auto record to central location —records all workgroup inbound and outbound
calls, which are saved to a central location (defined in Recording Configuration on
the
System menu—see page “Call Recording Configuration” on page 83); this option
requires that a Recording Seat license is assigned to each workgroup member
(configured in Extension Configuration).