User manual

20 MaxSupervisor Manual
2. Check the Priority Colors and Queue Alert Settings check box. Click
OK.
3. Restart MaxSupervisor.
Viewing Group Statistics
The Group Statistics tab displays (in both tabular and graph formats) real
time workgroup activity and performance since midnight, and a summary of
agent data. The statistics displayed are for workgroup calls only.
You can select the data you want to see graphed from the drop-down list
below the graph. You can select a time interval for the graph also:
15 minutes, 30 minutes, 1 hour.
Workgroup statistics are reset every night at midnight.
Most of the statistics are self-explanatory. The following table details each
one.
Inbound Call Statistics Since Midnight
Calls without Queuing Total of calls with queue duration of zero.
Calls in Queue Total number of calls in queue.
Total Inbound Calls Total calls that arrived.
Calls Answered Total inbound calls that were answered.
Calls Overflowed/
Redirected
Count of calls that overflowed from the WG queue or
were redirected to other destinations.
Calls Abandoned
Total of all types of abandoned calls in the following
subcategories.
Click the panel border
and drag left or right to
resize the panels
Right-click the chart to
adjust the timeframe