User manual

16 MaxSupervisor Manual
The columns display the following:
• WG – Workgroup number
• Name – Workgroup name
• CIQ – Number of calls in queue; the background color changes to red
when the limits specified in the configuration are exceeded
• LQT – The length of time that the oldest call has been waiting in the
queue; the background color changes to red when the limits specified
in the configuration are exceeded
• CIQ > SL% – The percentage of calls in the queue that has been
waiting longer than the MaxACD-defined service level
• VM – Number of unheard workgroup voice mails
• Config – Number of agents set up for this workgroup
• Logout – Number of agents logged out of this workgroup
• Login – Number of agents logged in to this workgroup
• Idle – Number of agents who are available for a call
• Busy – Number of agents who are in the busy state (offhook, forward
all calls, do not disturb)
• Wrap-Up – Number of agents who are in the wrap-up state (performing
duties related to finishing a call)
• N-Ready – Number of agents who are in the not ready state
• DND/FWD – Number of agents who have DND turned on or are having
their calls forwarded
• Error – Number of agents who are in the error state (offhook but not on
a call)
• Not Available – Number of agents who are logged in but not able to
receive calls for any of a number of reasons (checking voice mail, in
wrap-up, in not-ready state, in busy state, etc.); Not Available will
increment only when agent is Unstaff (virtual extension)
Viewing the Queues
Select a workgroup in the Workgroup tab, then click the Calls in Queue tab
to view queue information for the selected workgroup.