AltiGen MAXCS 7.0 SuperQ - Manual (Page 41)

SuperQ Manual 37
• Wrapup—whether or not to allow wrap-up time, and the duration that
can be used to wrap up after hanging up a workgroup call, are
determined in MaxAdministrator. The statistic shows the number of
agents that are currently in the wait state. The Agent Statistics window
displays the average wrap-up time per agent.
• Busy—the number of agents whose phones are off hook, or the
extension is in the Forward All Calls or Do Not Disturb state.
• SL (Service Level)—the percentage of queued calls within the service
level threshold.
• Abandoned—the number of calls abandoned in the local workgroup
since midnight.
• Average talk time—the average amount of time workgroup agents are
actually talking to callers.
SuperQ Statistics
The SuperQ Statistics window displays—for each workgroup—real time
workgroup activity and performance, workgroup performance since
midnight, and a summary of workgroup data. The statistics displayed are
for workgroup calls only.
These statistics are reset every night at midnight.
Most of the statistics are self-explanatory, but you may want to note the
following:
• Service level—the percentage of queued calls within the service level
threshold.
• Average Queue Time (for answered calls)—the average amount of
time a caller is in queue before being answered.
• Average Queue Time for Abandoned Calls—the average amount of
time calls were in SuperQ before they were abandoned. Abandoned
means that the caller has hung up before the call was answered.
• Calls abandoned—the number of calls abandoned in SuperQ since
midnight.
Call Log View
The SuperQ Call Log window displays the following fields: