User guide

New in Release 6.5 Update1
MAXCS ACM 6.5 Administration Manual 13
• Workgroup’s calls in queue, longest queue time, # of calls exceed service level
threshold, and service level
• Number of agents in Login, Logout, Idle, Busy, Not Ready, Wrap-up, DND/FWD, or
ERROR state.
• Workgroup and Agent’s performance summary data output to client applications.
Service Level Threshold - a time value for callers waiting in queues. The performance
statistics show when workgroup calls are queued for longer than a prescribed value.
Single/Multiple Call Handling for Workgroups - allows the workgroup administrator
to select single or multiple calls handling operation for workgroup agents when holding
a workgroup call.
Skill-Based Routing - this feature includes the following capabilities:
• Assigning skill level requirement (SKLR) to caller
• Assigning skill level (SKL) to agent
• Matching caller’s SKLR to agent’s SKL
• Setting skill coverage and escalation rules
Supervisor Silent Listen - allows a workgroup supervisor to silently listen to a call
between workgroup agent and caller. Personal calls can also be silently listened to by a
workgroup supervisor.
Supervisor Barge In - allows a workgroup supervisor to barge into a call between
workgroup agent and caller. Personal calls can also be barged in to by a workgroup
supervisor.
Supervisor Coach (Whisper) - allows a workgroup supervisor talk to a workgroup
agent without the other party hearing.
Queue Overflow Handling - routes incoming calls to an alternate destination when the
queue reaches one of the following conditions:
• Calls in queue exceed defined limit
• Longest queue time exceeds defined limit
• Specified percentage of calls in queue with queue time longer than defined service
level threshold
Workgroup activity data logging - in addition to CDR data, the following data are
logged to a database during workgroup operation:
• Agent activity - Login, Logout, Not-Ready, Wrapup, DND/FWD, Error
• Agent’s call summary per workgroup
• Agent’s call statistics for all workgroups
• Workgroup operation summary
Workgroup Activity Monitoring - allows real-time monitoring of workgroup
information—group status, call queue status, details of group queue entries, and agent
status. Activity summary is available through a group view window in MaxAdministrator,
MaxAgent, and MaxSupervisor.
Workgroup Call Distribution - calls can be distributed to the first available group
member, or among group members according to the following options:
• Ring First Available Member
• Ring Next Available Member
• Ring All Available Members