AltiGen MAXCS 7.0 MaxSupervisor - Manual (Page 29)

MaxSupervisor Manual 25
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In Talk Time is defined as: Sum of talk duration of incoming
answered workgroup calls. Talk duration lasts from the time an
agent answers the call until the time the call is disconnected,
parked or transferred. (Hold time is not included in talk time.)
Outbound Talk Time is defined as: Sum of talk duration of
connected outbound workgroup calls. Talk duration lasts from the
time the call is connected until the time the call is disconnected,
parked or transferred. (Hold time is not included in talk time.)
Viewing Agent Statistics
The Agent Statistics tab displays performance statistics for the
individual agents of the workgroup selected in the Workgroup
View tab, including the number of calls answered, the average
talk time (average amount of time spent on the phone per call),
and the average time spent in wrap up.
The table also displays the login and logout times.
Service Level % Percentage of calls in queue answered
before SLT time is reached.
All Calls with Wait
Time less than SLT Number of calls with queue duration with
wait time less than SLT, whether answered,
abandoned, or otherwise terminated.
Wait Time and Talk Time
Average Wait Time
for Answered Calls
Total Wait Time for Answered Calls divided
by Total Calls Answered.
Average Wait Time
for Abandoned Calls Total Wait Time (Queue Duration + Ring
Duration) for Abandoned Calls divided by
Total Calls Abandoned.
Average Talk Time Total In Talk Time divided by Total Inbound
Calls Answered.
Maximum Calls in
Queue Peak number of calls that were in the
queue.
Longest Queue Time Longest time any one call was in the queue.
Outbound Call Statistics Since Midnight
Total Connected
Outbound Calls
Total of outgoing calls successfully
connected.
Avg Talk Time Total Outbound Talk Time divided by Total
Connected Outbound Calls.