Specifications

Getting Around AltiAdmin
30 AltiWare OE 4.0 Getting Started Manual
WorkGroup View Window
Here’s an example of the WorkGroup View window, displaying data and
statistics for workgroups:
Figure 6. WorkGroup View window
This window displays the following data:
• Extension - the workgroup pilot extension number
• Name - the workgroup name
• Agents -the number of agents assigned to the workgroup
• Logon - the number of agents logged into the workgroup
• Busy - the number of agents who are currently on the phone, or who are
unavailable with the Do Not Disturb or other status.
• Wrapup - the number of agents who are in wrapup mode
• Queue - the number of calls waiting to be answered
• Waiting Time - the average waiting period before incoming calls are
answered
• Service Level - displays the percentage of calls being answered within
an acceptable period of time
• In Calls - displays the number of incoming calls to each workgroup.