Altigen MaxACD Administrator, Manual, Page: 37 / 261

The View Windows
MaxACD Administrator Manual 27
Workgroup View Window
The Workgroup View window displays data and statistics for workgroups:
Figure 3-8. 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 logged in agents who are available to receive workgroup
calls
• DND —the number of logged in 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 logged in agents who are in Not Ready state
• Busy —the number of logged in agents who are currently on the phone
• Error —the number of logged in agents with extensions that are left off-hook or other
user error
• Logout —the number of agents who are logged out from the workgroup
• Unstaff —the number of agents who are logged out from the system
• Queue —the number of calls waiting in queue
• Waiting Time —the longest wait time of callers in queue
• Service Level —the percentage of calls in queue with queue time less than or equal
to the defined service level threshold
• New VM —new, unread voice mail for the group
Current Resource Statistics Window
The Current Resource Statistics window displays the total VoIP channels, available
channels, and in-use channels.
The window allows administrators to monitor VoIP channel usage.