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AltiClient Manual 41

Using AltiSupervisor

Viewing Group Statistics

The Group Statistics window displays—for each workgroup—real time

workgroup activity and performance, workgroup performance since

midnight, and a summary of agent data. The statistics displayed are for

workgroup calls only.

These statistics are reset every night at midnight.

Most of the statistics are self-explanatory, but you may wish to note the

following:

• Wrapup—whether or not to allow wrapup time, and the duration that

can be used to wrap up after hanging up a workgroup call, are

determined in the AltiWare/AltiContact Manager Administrator. The

statistic shows the number of agents that are currently in the wait state.

The Agent Statistics window displays the average wrapup time per

agent.

• Calls exceeding service level threshold—the service level threshold

is the maximum amount of time that is acceptable for a caller to wait

before the call is answered. This statistic represents the number of calls

exceeding that time limit.

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