Altigen MaxSupervisor, Manual

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MaxSupervisor Manual 25
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In Talk Time is defined as: Sum of talk duration of incoming answered
workgroup calls. Talk duration lasts from the time an agent answers the call
until the time the call is disconnected, parked or transferred. (Hold time is
not included in talk time.)
Outbound Talk Time is defined as: Sum of talk duration of connected
outbound workgroup calls. Talk duration lasts from the time the call is
connected until the time the call is disconnected, parked or transferred.
(Hold time is not included in talk time.)
Viewing Agent Statistics
The Agent Statistics tab displays performance statistics for the individual
agents of the workgroup selected in the Workgroup View tab, including
the number of calls answered, the average talk time (average amount of
time spent on the phone per call), and the average time spent in wrap up.
The table also displays the login and logout times.
Wait Time and Talk Time
Average Wait Time for
Answered Calls Total Wait Time for Answered Calls divided by Total
Calls Answered.
Average Wait Time for
Abandoned Calls Total Wait Time (Queue Du Ring Duration) for
Abandoned Calls divided by Total Calls Abandoned.
Average Talk Time Total In Talk Time divided by Total Inbound Calls
Answered.
Maximum Calls in Queue Peak number of calls that were in the queue.
Longest Queue Time Longest time any one call was in the queue.
Outbound Call Statistics Since Midnight
Total Connected
Outbound Calls Total of outgoing calls successfully connected.
Avg Talk Time Total Outbound Talk Time divided by Total Connected
Outbound Calls.