Specifications

AltiSupervisor Manual 15
Using AltiSupervisor
Viewing Group Statistics
Figure 3. Group Statistics tab
The Group Statistics tab displays—for each workgroup—real time
workgroup activity and performance, workgroup performance since
midnight, and a summary of agent data. The statistics displayed are for
workgroup calls only.
These statistics are reset every night at midnight.
Most of the statistics are self-explanatory, but you may wish to note the
following:
• Wrapup—whether or not to allow wrapup time, and the duration that
can be used to wrap up after hanging up a workgroup call, are
determined in the AltiWare/AltiContact Manager Administrator. The
statistic shows the number of agents that are currently in the wait state.
The Agent Statistics tab displays the average wrapup time per agent.
• Service level—the percentage of queued calls within the service level
threshold.
• Average wait time for answered calls—the average amount of time
a caller is in queue before being answered.