AltiGen comm ACM 5.1 manual Activity Logging and Reporting

Chapter 22: Workgroup Configuration

Activity Logging and Reporting

•Workgroup and agent activity logging

•Detail and summary data table

•Basic WG report using CDR Search

•Support external logger (ACM)

•Support advanced reporting application - AltiReport (ACM)

When an agent extension is configured to a workgroup, the following agent states are tracked and reported:

•Unstaff – The agent’s extension becomes a virtual extension. Basically, this agent does not have a phone associated with the extension.

•Logout – The agent’s extension is a physical extension but is not logged in to any workgroup.

After an agent logs into a workgroup, the following states are tracked:

•Idle – The agent’s phone is not in use.

•Busy – The agent is connected to a call.

•Wrap-up – The agent enters wrap-up or inter-call delay period. Even if the phone is not in use, the system will mark the agent in wrap-up state.

•Not Ready – The agent changes state to Not Ready.

•DND/FWD – The agent turned on DND or enabled extension forwarding while logged in to a workgroup.

•Error – The agent’s phone is off hook for too long, causing the phone to enter an error state.

The priority queuing feature in the ACM edition of AltiWare has the following capabilities:

•Tag priority (1-9) to a call entering system. “1” is the highest priority and “9” is the lowest priority.

•Call priority can be set at DNIS Routing, Caller ID Routing, IVR, Advanced Call Router, and SDK.

•If no priority is tagged to a call, the default priority 5 will be assigned to the call before entering a workgroup.

•When a call is in a WG queue, two queue times will be generated. Total queue time will be calculated from the moment the call enters the queue. Priority queue time will be calculated based on the time a call is in queue at a specific priority level. If a priority promotion rule is not enabled, the total queue time will be equal to the priority queue time. If there are multiple calls with the same priority, the call with the longest priority queue time will be served first.

•To prevent calls with lower priority staying in queue forever, causing a high abandon rate, or lowering service level, you can set priority promotion to enhance the caller’s position in queue.

•AltiSupervisor can change a call’s priority level if the WG’s supervisor queue control option is enabled. (Allow Call Redirect/Priority Change)

•When a call’s priority is changed, its priority queue time will be reset to 0 and starts accumulating again. For example, caller A with priority 3 has been waiting in the queue for 15 minutes and caller B with priority 2 waiting for 10 minutes. When caller A is promoted to 2, the Priority Queue Time for the caller A is set to 0 and the caller B will be answered first.

AltiWare ACM 5.1 Administration Manual 273