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Setting Up Workgroups

MaxACD Administrator Manual 157

Figure 18-3. Service Level Calculation dialog box

In the Method Options section, select one of the following:

• TSL (Total Call Service Level)—the service level calculation is: TSL% = Total WG

inbound calls within SLT / Total WG inbound calls. This is the default option.

• ASL (Answered Service Level)—the service level calculation is: ASL% = Total WG

inbound calls answered within SLT / Total WG inbound calls.

• Customize—use the check boxes to enable at least one of the following three

options:

• Answered Calls within Service Level

• Abandoned Calls within Service Level

• Overflowed/Redirected Calls within Service level

divided by at least one of the following three options:

• Total Answered Calls

• Total Abandoned Calls

• Total Overflowed/Redirected Calls

Workgroup Recording Options

The system administrator can specify the following workgroup call recording options for

a workgroup:

WARNING! Listening in to or recording a conversation without the consent of one or

both parties may be a violation of local, state and federal privacy laws. It

is the responsibility of the users of this feature to assure they are in

compliance with all applicable laws.

• Disable—no call recording.

• Auto record to central location—records all workgroup inbound and outbound

calls, which are saved to a central location (defined in Recording Configuration on

the System menu—see page “Call Recording Configuration” on page 83); this option

requires that a Recording Seat license is assigned to each workgroup member

(conf

igured in Extension Configuration).

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