Owner manual

Chapter 22: Workgroup Configuration
256 MaxCS 7.5 Administration Manual
Figure 149. Service Level Calculation dialog box
In the Method Options section, select one of the following:
• TSL (Total Call Service Level) – The service level calculation is: TSL% = Total WG inbound calls within
SLT / Total WG inbound calls. This is the default option.
• ASL (Answered Service Level) – The service level calculation is: ASL% = Total WG inbound calls
answered within SLT / Total WG inbound calls.
• Customize – Use the check boxes to enable at least one of the following three options:
– Answered Calls within Service Level
– Abandoned Calls within Service Level
– Overflowed/Redirected Calls within Service level
divided by at least one of the following three options:
– Total Answered Calls
– Total Abandoned Calls
– Total Overflowed/Redirected Calls
Workgroup Recording Options
The system administrator can specify the following workgroup call recording options for a workgroup:
Warning! Listening in to or recording a conversation without the consent of one or both parties may be a vio-
lation of local, state and federal privacy laws. It is the responsibility of the users of this feature to
assure they are in compliance with all applicable laws.
• Disable – No call recording.
• Auto record to central location – Records all workgroup inbound and outbound calls, which are saved
to a central location (defined in Recording Configuration on the System menu – see page 99); this option
requires that either a shared Concurrent Recording Session license is available or that a Dedicated
Recording Seat license is assigned to each workgroup member (configured in Extension Configuration).
• Record on demand to central location – Records calls on demand, which are saved to a central location
(defined in Recording Configuration on the System menu – see page 99); this option requires that either
a shared Concurrent Recording Session license is available or that a dedicated Recording Seat license is
assigned to each workgroup member (configured in Extension Configuration).
• Record on demand to extension VM – Records calls on demand, which are saved to the agent’s
voicemail box.
Note: When retrieving voice mail as an e-mail, if the voice mail file has a recorded file attached, the
recorded file is not forwarded in the e-mail.