AltiGen MAXCS 7.0 Update 1 AltiReport - Manual (Page 101)

Chapter 3: The Reports
AltiReport Manual 97
2318 - Daily Real Time Service Level
Description: Reports the daily lowest real time service level for a workgroup, in a line
chart format.
Report Options
1. Select an agent, if you want only that agent’s workgroups to appear in the
workgroup selection list.
2. Select workgroup(s).
3. Specify a time range for the report.
4. Narrow the report to specific days of the week and a span of time (optional).
5. Click Run Report to run the report.
6. Select the export format (HTML, PDF, Excel) and whether to separate the report
results into several files and/or export only specified pages.
Figure 53. This report shows the service level by time of day for the reporting period (one
day, in this case).
Report Fields
•
Service Level—The service level during the given time interval (The Service Level
Threshold is set in MaxAdmin > Workgroup Configuration > General tab.)
•
Time of Day—The time of day, in intervals of 15 minutes or 30 minutes, depending
on what will fit on the graph (an 11-hour day will show in 15-minute increments)
Data Source
All data from the table WGRTSUMMARY