Chapter 1: Overview

6 MaxACD Administrator Manual

• Workgroup’s calls in queue, longest queue time, # of calls exceed service level

threshold, and service level

• Number of agents in Login, Logout, Idle, Busy, Not Ready, Wrap-up, DND/FWD, or

ERROR state.

• Workgroup and Agent’s performance summary data output to client applications.

Service Level Threshold - a time value for callers waiting in queues. The performance

statistics show when workgroup calls are queued for longer than a prescribed value.

Skill-Based Routing - this feature includes the following capabilities:

• Assigning skill level requirement (SKLR) to caller

• Assigning skill level (SKL) to agent

• Matching caller’s SKLR to agent’s SKL

• Setting skill coverage and escalation rules

Supervisor Silent Listen - allows a workgroup supervisor to silently listen to a call

between workgroup agent and caller. Personal calls can also be silently listened to by a

workgroup supervisor.

Supervisor Barge In - allows a workgroup supervisor to barge into a call between

workgroup agent and caller. Personal calls can also be barged in to by a workgroup

supervisor.

Supervisor Coach (Whisper) - allows a workgroup supervisor talk to a workgroup

agent without the other party hearing.

Queue Overflow Handling - routes incoming calls to an alternate destination when the

queue reaches one of the following conditions:

• Calls in queue exceed defined limit

• Longest queue time exceeds defined limit

• Specified percentage of calls in queue with queue time longer than defined service

level threshold

Workgroup activity data logging - in addition to CDR data, the following data are

logged to a database during workgroup operation:

• Agent activity - Login, Logout, Not-Ready, Wrapup, DND/FWD, Error

• Agent’s call summary per workgroup

• Agent’s call statistics for all workgroups

• Workgroup operation summary

Workgroup Activity Monitoring - allows real-time monitoring of workgroup

information—group status, call queue status, details of group queue entries, and agent

status. Activity summary is available through a group view window in MaxACD

Administrator, MaxAgent, and MaxSupervisor.

Workgroup Call Distribution - calls can be distributed to the first available group

member, or among group members according to the following options:

• Ring First Available Member

• Ring Next Available Member

• Ring All Available Members

• Ring Longest Idle Member

• Ring Average Longest Idle Member

• Ring Fewest Answered Calls

1 2 ... 11 12 13 14 15 16 17 18 19 20 21 ... 260 261

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Table des matières

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