AltiGen MAXCS 7.0 MaxSupervisor - Manual (Page 28)

24 MaxSupervisor Manual
Inbound Call Statistics Since Midnight
Calls without
Queuing
Total of calls with queue duration of zero.
Calls in Queue Total number of calls in queue.
Total Inbound Calls Total calls that arrived.
Calls Answered Total inbound calls that were answered.
Calls Overflowed/
Redirected
Count of calls that overflowed from the WG
queue or were redirected to other
destinations.
Calls Abandoned Total of all types of abandoned calls in the
following subcategories.
- Abandoned in
Queue
Count of callers who hung up while in queue
listening to music or queue greeting.
- Abandoned during
Ring
Count of caller hang ups while ringing a WG
agent.
- Abandoned to
Voice Mail
Total of all calls abandoned to VM.
*Leave Voice Mail Count of calls abandoned to voice mail by
caller pressing a digit or by the system
automatically redirecting caller to voice
mail where caller leaves a message.
*Without Voice
Mail
Count of calls abandoned to voice mail by
caller pressing a digit or by system
automatically redirecting caller to voice
mail and where the caller did not leave a
message.
- Abandoned to App
or
Others
Total calls redirected to a target (including
to an application) other than voice mail,
when caller in queue presses a digit.
Service Level
SLT - Service Level
Threshold (seconds)
WG calls taken out of queue are either
taken before or after this administrator set
time. It is used as a measure for other
statistics.
Calls Answered
within SLT Total calls answered with queue duration
less than or equal to the Service Level
Threshold configured in Workgroup
Configuration window of MAXCS.