Specifications

16 AltiAgent Manual
The statistics are largely self-explanatory, but it may be noted that the
Service Level represents the percentage of workgroup calls taken out of
queue before the Threshold time has expired.
Click the View button at the right of the Workgroup Status panel to see
additional information:
• User Data is entered either by you (using the User Memo button) or
by another workgroup agent who transferred the call to you. Data
programmed by your system may also appear here. (User data entered
here appears on the History tab in the Note column when the call is
completed.)
• IVR Data is collected from caller input in response to auto attendant
requests. (Your system may not use this capability.)
Click the View button again to return to the workgroup statistics view.
The Status panel
Displays the status of the currently active call, the current time, an Activity
drop-down list and a DND (do not disturb) button.
Call statuses include the following:
• AA—the call is being transferred to an Auto Attendant
• Busy—callee is busy or not available
• Call Pending—the call is placed into a workgroup queue
• Conference—the call is in conference
• Connect—the call is connected
• Dial Tone—a dial tone is present, AltiAgent is ready to dial out
• Error—receipt of an error tone
• Hold—the call is on hold
• Hold Pending—the call is being transferred or conferenced