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Viewing Group Statistics
Figure 3. Group Statistics window
The Group Statistics window displays—for each workgroup—real time
workgroup activity and performance, workgroup performance since
midnight, and a summary of agent data. The statistics displayed are for
workgroup calls only.
These statistics are reset every night at midnight.
Most of the statistics are self-explanatory, but you may wish to note the
following:
•
Wrapup—whether or not to allow wrapup time, and the duration that
can be used to wrap up after hanging up a workgroup call, are
determined in the AltiWare/AltiContact Manager Administrator. The
statistic shows the number of agents that are currently in the wait state.
The Agent Statistics window displays the average wrapup time per
agent.
•
Service level—the percentage of queued calls within the service level
threshold.
AltiSupervisor Manual
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