AltiGen comm ACM 5.1 - Manual (Page 27)

Chapter 1: Overview
AltiWare ACM 5.1 Administration Manual 13
• Assigning skill level requirement (SKLR) to caller
•
Assigning skill level (SKL) to agent
•
Matching caller’s SKLR to agent’s SKL
•
Setting skill coverage and escalation rules
Supervisor Silent Listen - allows a workgroup supervisor to silently listen to a call
between workgroup agent and caller. Personal calls can also be silently listened to by a
workgroup supervisor.
Supervisor Barge In - allows a workgroup supervisor to barge into a call between
workgroup agent and caller. Personal calls can also be barged in to by a workgroup
supervisor.
Supervisor Coach (Whisper) - allows a workgroup supervisor talk to a workgroup
agent without the other party hearing.
Queue Overflow Handling - routes incoming calls to an alternate destination when the
queue reaches one of the following conditions:
• Calls in queue exceed defined limit
•
Longest queue time exceeds defined limit
•
Specified percentage of calls in queue with queue time longer than defined service
level threshold
Workgroup activity data logging - in addition to CDR data, the following data are
logged to a database during workgroup operation:
•
Agent activity - Login, Logout, Not-Ready, Wrapup, DND/FWD, Error
• Agent’s call summary per workgroup
•
Agent’s call statistics for all workgroups
• Workgroup operation summary
Workgroup Activity Monitoring - allows real-time monitoring of workgroup
information—group status, call queue status, details of group queue entries, and agent
status. Activity summary is available through a group view window in AltiWare
Administrator, AltiAgent, and AltiSupervisor.
Workgroup Call Distribution - calls can be distributed to the first available group
member, or among group members according to the following options:
•
Ring First Available Member
•
Ring Next Available Member
•
Ring All Available Members
•
Ring Longest Idle Member
•
Ring Average Longest Idle Member
•
Ring Fewest Answered Calls
•
Ring Shortest Average Talk Time
•
Skill-Based Routing
Wrapup Time - allows a group member some time in between calls to wrap up on notes,
prepare for the next call, or log out of the group. This wrapup time is configurable on a
per-agent basis.