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42 AltiClient Manual

• Service level—the percentage of queued calls exceeding the service

level threshold.

• Average wait time for answered calls—the average amount of time

a caller is in queue before being answered.

• Average wait time for abandoned calls—the average amount of time

calls were in queue before they were abandoned. Abandoned means

that the caller has hung up before the call was answered.

• Calls abandoned—the number of calls abandoned since midnight.

• Calls abandoned during ring—includes calls that were

automatically forwarded from the workgroup extension number.

• Averagetalk time—the average amount of time workgroupagents are

actually talking to callers. The average time per agent isshowninthe

Agent Statistics window.

• Busy—the number of agents whose phones are off hook, or the

extensionisintheForward All Calls or Do Not Disturb state.

Switching Workgroup Views

Click the workgroup extension tab at the bottom of the panel to view

statistics for another workgroup.

Exporting or Printing Statistics

Use the Export button and then specify a directory and file name to save

records to a CSF (Call Summary Format) file, or use the Print button to

print the records.

Important: These statistics are reset every night at midnight. If you do not

exports or print records before the reset, you cannot recover the

data.

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