Specifications

AltiSupervisor Manual 15
Using AltiSupervisor
• Abandoned to App or others—the caller exits the WG Queue by
pressing a digit. Such a call can be sent to a custom application, AA,
operator, extension, or outside line park, based on settings in
MaxAdministrator.
• Service level %—the percentage of queued calls within the service
level threshold. Service Level = (number of calls in WG Queue –
number of calls in Q over SL threshold) / number of calls in Q.
• Average wait time for answered calls—the average amount of time
a caller is in queue before being answered.
• Average wait time for abandoned calls—the average amount of time
calls were in queue before they were abandoned. Abandoned means
that the caller has hung up before the call was answered.
• Average talk time—the total and average amount of time workgroup
agents are actually talking to callers. The average time per agent is
shown in the Agent Statistics tab.
Switching Workgroup Views
Click a workgroup tab at the bottom of the panel to view statistics for
another workgroup.
Exporting or Printing Statistics
Use the Export button and then specify a directory and file name to save
records to a CSV (comma-separated values) file, or use the Print button to
print the records.
Important: These statistics are reset every night at midnight. If you do not
export or print records before the reset, you cannot recover the
data.
Viewing Agent Statistics
The Agent Statistics tab displays statistics for each agent, including the
number of calls answered, the average talk time (average amount of time
spent on the phone per call), and the average time spent in wrap up.
The table also displays the login and logout times.