User manual

MaxSupervisor Manual 21
Using MaxSupervisor
- Abandoned in Queue
Count of callers who hung up while in queue listening to
music or queue greeting.
- Abandoned during Ring Count of caller hang ups while ringing a WG agent.
- Abandoned to Voice
Mail
Total of all calls abandoned to VM.
*Leave Voice Mail
Count of calls abandoned to voice mail by caller
pressing a digit or by the system automatically
redirecting caller to voice mail where caller leaves a
message.
*Without Voice Mail
Count of calls abandoned to voice mail by caller
pressing a digit or by system automatically redirecting
caller to voice mail and where the caller did not leave a
message.
- Abandoned to App or
Others
Total calls redirected to a target (including to an
application) other than voice mail, when caller in queue
presses a digit.
Service Level
SLT - Service Level
Threshold (seconds)
WG calls taken out of queue are either taken before or
after this administrator set time. It is used as a measure
for other statistics.
Calls Answered within SLT
Total calls answered with queue duration less than or
equal to the Service Level Threshold configured in
Workgroup Configuration window of MaxACD.
Service Level %
Percentage of calls in queue answered before SLT time
is reached.
All Calls with Wait Time
less than SLT
Number of calls with queue duration with wait time less
than SLT, whether answered, abandoned, or otherwise
terminated.
Wait Time and Talk Time
Average Wait Time for
Answered Calls
Total Wait Time for Answered Calls divided by Total
Calls Answered.
Average Wait Time for
Abandoned Calls
Total Wait Time (Queue Duration + Ring Duration) for
Abandoned Calls divided by Total Calls Abandoned.
Average Talk Time
Total In Talk Time divided by Total Inbound Calls
Answered.
Maximum Calls in Queue Peak number of calls that were in the queue.
Longest Queue Time Longest time any one call was in the queue.
Outbound Call Statistics Since Midnight
Total Connected Outbound
Calls
Total of outgoing calls successfully connected.
Avg Talk Time
Total Outbound Talk Time divided by Total Connected
Outbound Calls.