AltiGen MAXCS 7.0 Update 1 AltiReport User Manual
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AltiReport
Manual
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% of Calls—Percentage that number is of the total number of inbound calls
([Abandoned] # of Calls/Inbound)
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Overflowed/Redirected
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# of Calls—Number of such calls that were overflowed/redirected
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% of Calls—Percentage that number is of the total number of inbound calls
([Overflowed/Redirected] # of Calls/Inbound)
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Total Service Level—Percentage of calls that met the service level requirement
(100% - (<Total # of Calls in all 3 categories whose wait time was greater than the
service level threshold>/Inbound calls)
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Answer Service Level—Percentage of answered calls that met the service level
requirement (Total Answered Calls - <Answered Calls whose wait time was greater
than the service level threshold>/Inbound calls)
Data Source
All data from the table WGSUMMARY.