AltiGen MAXCS 7.0 Update 1 ACM Administration - Manual (Page 288)

Chapter 22: Workgroup Configuration
272 MaxCS 7.5 Administration Manual
• Total Login Time = Cumulative WG login time since midnight
• Total Talk Time = Cumulative WG Inbound + Outbound call duration since midnight
• Total Calls Handled = Total number of WG calls (Inbound + Outbound) handled by the agent since
midnight
If a new agent logs into a WG that has been operating for several hours, this agent will have the highest
priority to take the call.
If multiple agents log into a WG that has been operating for several hours, the one with the longest idle
time since login will have the highest priority to take the call.
• Ring Fewest Answered Calls – The agent who has answered the fewest number of calls.
• Ring Shortest Average Talk Time – The agent who averages the shortest talk time.
Note: Average talk time is calculated as follows:
Average Talk Time (ATT) = Total Inbound Talk Time / Total Inbound Calls
Answered
The agent calculated with the lowest value for ATT is rung first.
• Skill-Based Routing – The call will be routed according to the SKLR setting and skill-based routing rules
set up on the Skill Based Routing tab in the Workgroup Configuration window (see “Skill Based Routing”
on page 260). When Skill-Based Routing is selected, the agent with longest idle time will be selected to
take the call when multiple agents with the same skill level are idle.
Enable Single Call Handling for Agents
Check this check box to enable single call handling for workgroup agents.
• If single call handling is enabled and the agent has one or more calls on hold, MaxCS 7.5 will not distribute
the call to this agent. If single call handling is disabled, MaxCS 7.5 will distribute calls to this agent even
when one or more calls are put on hold by this agent.
• If a workgroup agent uses a Polycom phone, Single Call Handling will be automatically enabled,
regardless of the workgroup’s Enable Single Call Handling for Agents setting.
Handling Calls when Group Members Are RNA/Logged Out
You can set calls to forward to a specified destination when all group members either do not answer the call
(RNA) or are logged out. To do so, in the Group RNA/Logout Handling section of the Call Handling tab,
check the Enable Forward to check box, and select a destination from the list.
The forwarding options are described in “Forwarding All Calls” on page 270. An additional option,
Group
Queue , forwards incoming workgroup calls to the workgroup call queue. With this setting, when agents
log back in, they can begin accepting the queued calls
Announce Agent Info
Check this check box to have the system announce the agent’s directory name before an incoming workgroup
call is transferred to an agent from the queue.
Inter Workgroup Call Distribution
In the case where an agent belongs to multiple workgroups and there are queued calls in two or more of these
workgroups, as soon as the agent becomes available, the queued call that will be distributed to this agent is
determined by the Inter Workgroup Call Distribution setting.