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The View Windows

MaxACD Administrator Manual 27

Workgroup View Window

The Workgroup View window displays data and statistics for workgroups:

Figure 3-8. Workgroup View window

This window displays the following data:

• Extension—the workgroup pilot extension number

• Name—the workgroup name

• Agents—the number of agents assigned to the workgroup

• Login—the number of agents logged into the workgroup

• Available—the number of logged in agents who are available to receive workgroup

calls

• DND—the number of logged in agents who are unavailable with the Do Not Disturb

status

• Wrapup—the number of agents who are in wrapup mode

• Not Ready—the number of logged in agents who are in Not Ready state

• Busy—the number of logged in agents who are currently on the phone

• Error—the number of logged in agents with extensions that are left off-hook or other

user error

• Logout—the number of agents who are logged out from the workgroup

• Unstaff—the number of agents who are logged out from the system

• Queue—the number of calls waiting in queue

• Waiting Time—the longest wait time of callers in queue

• Service Level—the percentage of calls in queue with queue time less than or equal

to the defined service level threshold

• New VM—new, unread voice mail for the group

Current Resource Statistics Window

The Current Resource Statistics window displays the total VoIP channels, available

channels, and in-use channels.

The window allows administrators to monitor VoIP channel usage.

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