Altigen MAXCS 7.5 MaxSupervisor Instrukcja Użytkownika Pobierz pdf (Strona 22)

18 MaxSupervisor Manual

The columns display the following:

• WG — Workgroup number

• Name — Workgroup name

• CIQ — Number of calls in queue. The background color

changes to red when the limits specified in the configuration

are exceeded.

• LQT — The length of time that the oldest call has been waiting

in the queue. The background color changes to red when the

limits specified in the configuration are exceeded.

• CIQ > SL% — The percentage of calls in the queue that has

been waiting longer than the MAXCS-defined service level

• VM — Number of unheard workgroup voice mails

• Config — Number of agents set up for this workgroup

• Logout — Number of agents logged out of this workgroup

• Login — Number of agents logged in to this workgroup

• Idle — Number of agents who are available for a call

Note: In Release 7.5, when a Polycom user places a call on hold,

the agent is considered Busy in Workgroup calculations.

This is different from the calculations in previous releases,

where an agent with a call on hold would be calculated as

Idle.

• Busy — Number of agents who are in the busy state (offhook,

forward all calls, do not disturb)

• Wrap-Up — Number of agents who are in the wrap-up state

(performing duties related to finishing a call)

If necessary, use the scroll

bar to see all the fields.

Hover the mouse pointer over a column

name to see a full explanation

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