User guide

Chapter 11: Workgroup Configuration
AltiWare ACC 5.1 Administration Manual 189
The Service Level Calculations Options button opens the following dialog box.
Figure 2. 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—use the check boxes to enable at least one of the following 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:
WARNING! 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.
• Disable—no call recording.
• Record on demand to extension VM—records calls on demand, which are saved
to the agent’s voicemail box.
Note: When retrieving voice mail as an e-mail, if the voice mail file has a recorded
file attached, the recorded file is not forwarded in the e-mail.
• Insert Recording Tone—plays a recording beep to alert the parties that the
conversation is being recorded.
Notes: