User guide

Chapter 22: Workgroup Configuration
MAXCS ACC 6.7.1 Administration Manual 263
Figure 129. 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 – Enable at least one of the 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.
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.
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• 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 101); this option requires that either a shared Concur-
rent Recording Session license is available or that a Dedicated Recording Seat license
is assigned to each workgroup member (configured in Extension Configuration).
• Record on demand to central location – Records calls on demand, which are
saved to a central location (defined in Recording Configuration on the System menu
– see page 101); this option requires that either a shared Concurrent Recording
Session license is available or that a dedicated Recording Seat license is assigned to
each workgroup member (configured in Extension Configuration).