User guide

Chapter 22: Workgroup Configuration
274 MAXCS ACC 6.7.1 Administration Manual
Figure 134. Workgroup Configuration, Queue Management tab, Basic Queue Control
Setting Queue Phrase Options
For each workgroup, you can either use the system default phrases or you can set up a
custom configuration. The default audio phrases are discussed in “Audio Peripheral
Configuration” on page 60.
Queue Announcement
You can set up the system to announce a caller’s queue status—queue position and
expected queue time—when an incoming call enters a workgroup queue. To enable this
option, check Enable Announcement, then check Queue Position and/or Expected
Queue Time.
Queue Position – When checked, the system will tell the caller which position the caller
is at in queue.
Expected Queue Time - when checked, the system will tell the caller how long the wait
is expected to be. When calculating this number, the system will consider the average
agent call handling time and the position of the caller in queue. Please note that the
Expected Queue Time is an estimated number. Agents logging in or out of the workgroup
during operation hours will affect the actual handling time and cause deviation to the
expected queue time.
Expected Queue Time (round up to minutes) = [(Average Call Handling Time
x Queue Position) + 59 sec] / 60 sec
Expected Wait Time Sampling
To calculate Expected Queue Time, the system needs to take samples when a workgroup
starts operation. You can set the following parameters to set a sampling period and a
fixed Expected Queue Time announcement during sampling period. The expected queue
time counter is reset for all workgroups daily at midnight.
• Initial Expected Wait (Queue) Time [1 to 10 minutes] – This field defines the
expected queue time to be announced during the sampling period.