Specifications

14 AltiSupervisor Manual
Viewing Group Statistics
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 want to note the
following:
• Busy—the number of agents whose phones are off hook, or the
extension is in the Forward All Calls or Do Not Disturb state.
• Wrap-up—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 Administrator. The statistics show the
number of agents that are currently in the wait state. The Agent
Statistics tab displays the total and average wrap-up time per agent.
• Calls abandoned—the number of calls abandoned since midnight,
including abandoned in queue, in ring, in voice mail, or in application.