Workgroup Recording Options - Altigen MaxACD Administrator Manual

Figure 18-3. Service Level Calculation dialog box
In the Method Options section, select one of the following:
• TSL (Total Call Service Level)—the service level calculation is: TSL% = Total WG
inbound calls within SLT / Total WG inbound calls. This is the default option.
• ASL (Answered Service Level)—the service level calculation is: ASL% = Total WG
inbound calls answered within SLT / Total WG inbound calls.
Customize—use the check boxes to enable at least one of the following three
•
options:
• Answered Calls within Service Level
• Abandoned Calls within Service Level
Overflowed/Redirected Calls within Service level
•
divided by at least one of the following three options:
• Total Answered Calls
• Total Abandoned Calls
Total Overflowed/Redirected Calls
•

Workgroup Recording Options

The system administrator can specify the following workgroup call recording options for
a workgroup:
WARNING!
Listening in to or recording a conversation without the consent of one or
both parties may be a violation of local, state and federal privacy laws. It
is the responsibility of the users of this feature to assure they are in
compliance with all applicable laws.
Disable—no call recording.
•
Auto record to central location—records all workgroup inbound and outbound
•
calls, which are saved to a central location (defined in Recording Configuration on
the System menu—see page "Call Recording Configuration" on page 83); this option
requires that a Recording Seat license is assigned to each workgroup member
(configured in Extension Configuration).
Setting Up Workgroups
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