AltiGen comm ACM 5.1 manual Overview

Chapter 1: Overview

•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 AltiWare Administrator, AltiAgent, and AltiSupervisor.

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

•Ring Shortest Average Talk Time

•Skill-Based Routing

Wrapup Time - allows a group member some time in between calls to wrap up on notes, prepare for the next call, or log out of the group. This wrapup time is configurable on a per-agent basis.

AltiWare ACM 5.1 Administration Manual 13