AltiGen MAXCS 7.5 MaxSupervisor - Manual (Page 22)

18 MaxSupervisor Manual
The columns display the following:
•
WG — Workgroup number
•
Name — Workgroup name
•
CIQ — Number of calls in queue. The background color
changes to red when the limits specified in the configuration
are exceeded.
•
LQT — The length of time that the oldest call has been waiting
in the queue. The background color changes to red when the
limits specified in the configuration are exceeded.
•
CIQ > SL% — The percentage of calls in the queue that has
been waiting longer than the MAXCS-defined service level
•
VM — Number of unheard workgroup voice mails
•
Config — Number of agents set up for this workgroup
•
Logout — Number of agents logged out of this workgroup
•
Login — Number of agents logged in to this workgroup
•
Idle — Number of agents who are available for a call
Note: In Release 7.5, when a Polycom user places a call on hold,
the agent is considered Busy in Workgroup calculations.
This is different from the calculations in previous releases,
where an agent with a call on hold would be calculated as
Idle.
•
Busy — Number of agents who are in the busy state (offhook,
forward all calls, do not disturb)
•
Wrap-Up — Number of agents who are in the wrap-up state
(performing duties related to finishing a call)
If necessary, use the scroll
bar to see all the fields. Hover the mouse pointer over a column
name to see a full explanation