Specifications

Configuring Workgroups
ShoreTel 6.1 Administration Guide 14 – 7
Three different views of contact center activity are reportable at the ShoreTel server
using these easy-to-run, standard reporting tools:
• Queue Summary Report
• Agent Summary Report
• Agent Detail Report
Please refer to Appendix C, “Call Detail Record Reports,” for more information on the
workgroup reports.
Workgroup Navigation
To invoke the Workgroups list page, click the Workgroups link in the navigation frame,
shown in Figure 14-2. From this list page, you can add a new workgroup or link to an
existing workgroup.
Figure 14-2 Workgroups List Page
The columns on the Workgroups list page are as follows:
Adding and Editing Workgroups
This section explains how to add and edit workgroups from the Workgroups edit page,
shown in Figure 14-3. This page also lets you assign an extension, set user group
features, and configure schedules.
Name This is the name of the workgroup.
Extension This is the workgroup extension.
# Agents This is the number of agents that are assigned to the
workgroup. Maximum of 64 agents per workgroup or
maximum of 16 when using Simultaneous Ringing.
Agents can be assigned to multiple workgroups.
Schedules This is a listing of active schedules—On-Hours, Holiday, and
Custom.