Altigen MaxSupervisor, Manual

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24 MaxSupervisor Manual
Inbound Call Statistics Since Midnight
Calls without Queuing Total of calls with queue duration of zero.
Calls in Queue Total number of calls in queue.
Total Inbound Calls Total calls that arrived.
Calls Answered Total inbound calls that were answered.
Calls Overflowed/
Redirected
Count of calls that overflowed from the WG queue or
were redirected to other destinations.
Calls Abandoned Total of all types of abandoned calls in the following
subcategories.
- Abandoned in Queue Count of callers who hung up while in queue listening
to music or queue greeting.
- Abandoned during Ring Count of caller hang ups while ringing a WG agent.
- Abandoned to Voice
Mail
Total of all calls abandoned to VM.
*Leave Voice Mail Count of calls abandoned to voice mail by caller
pressing a digit or by the system automatically
redirecting caller to voice mail where caller leaves a
message.
*Without Voice Mail Count of calls abandoned to voice mail by caller
pressing a digit or by system automatically redirecting
caller to voice mail and where the caller did not leave
a message.
- Abandoned to App or
Others
Total calls redirected to a target (including to an
application) other than voice mail, when caller in
queue presses a digit.
Service Level
SLT - Service Level
Threshold (seconds) WG calls taken out of queue are either taken before or
after this administrator set time. It is used as a measure
for other statistics.
Calls Answered within
SLT Total calls answered with queue duration less than or
equal to the Service Level Threshold configured in
Workgroup Configuration window of MAXCS.
Service Level % Percentage of calls in queue answered before SLT time
is reached.
All Calls with Wait Time
less than SLT Number of calls with queue duration with wait time
less than SLT, whether answered, abandoned, or
otherwise terminated.