Viewing Workgroup Statistics - Altigen AltiAgent Manual

Also, the timestamp for call data is based on the client system,
while the timestamp for voice mail messages is from AltiWare/
AltiContact Manager. Thus, the times displayed here may not
match those in the voice mail view in the main window.
• Length—the length of time of each call.
• 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 26. 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.
If you have been removed from a workgroup by the system administrator,
all your statistics related to that workgroup will also be removed from the
Workgroup window.
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