Viewing Workgroup Statistics - Altigen Contact Advantage Manual

• DNIS—DNIS digits collected, if available
• Memo—a note attached to the call. Use the Memo button to open a
window to create a note.

Viewing Workgroup Statistics

Click the Workgroup tab to open the Workgroup window and view
statistics on workgroup activity for the monitored workgroups.]
Figure 9. Workgroup Agent Workgroup Window displaying workgroup statistics
Most of the data is self-explanatory, but you might note the following:
• The Service Level represents the percentage of workgroup calls that
have been taken out of queue before the Threshold time has expired.
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