AltiGen comm ACM 5.1 manual Announce Agent Info, Enable Single Call Handling for Agents

Chapter 22: Workgroup Configuration

–If the agent does not have wrap-up time configured, the idle time is calculated from the end of last busy state.

•Ring Average Longest Idle Member—the agent who averages being off the phone the longest:

Average Idle Time = (Total Login Time - Total Talk Time) / Total Calls Handled

• Total Login Time = Cumulative WG login time since midnight

• Total Talk Time = Cumulative WG Inbound + Outbound call duration since midnight

• Total Calls Handled = Total number of WG calls (Inbound + Outbound) handled by the agent since midnight

If a new agent logs into a WG that has been operating for several hours, this agent will have the highest priority to take the call.

If multiple agents log into a WG that has been operating for several hours, the one with the longest idle time since login will have the highest priority to take the call.

•Ring Fewest Answered Calls—the agent who has answered the fewest number of calls.

•Ring Shortest Average Talk Time—the agent who averages the shortest talk time.

Note: Average talk time is calculated as follows:

Average Talk Time (ATT) = Total Inbound Talk Time / Total Inbound Calls Asnwered

The agent calculated with the lowest value for ATT is rung first.

•Skill-BasedRouting—the call will be routed according to the SKLR setting and skill- based routing rules set up on the Skill Based Routing tab in the Workgroup Configuration window (see “Setting Up Skill Based Routing” on page 282). When Skill-Based Routing is selected, the agent with longest idle time will be selected to take the call when multiple agents with the same skill level are idle.

Enable Single Call Handling for Agents

Check this check box to enable single call handling for workgroup agents.

Note: If single call handling is enabled and the agent has one or more calls on hold, AltiWare Administrator will not distribute the call to this agent. If single call handling is disabled, AltiWare Administrator will distribute calls to this agent even when one or more calls are put on hold by this agent.

Handling Calls when Group Members Are RNA/Logged Out

You can set calls to forward to a specified destination when all group members either do not answer the call (RNA) or are logged out. To do so, in the GroupRNA/Logout Handling section of the Call Handling tab, check the Enable Forward to check box, and select a destination from the drop-down list. The forwarding options are the same as for “Forwarding All Calls” on page 293.

Announce Agent Info

Check this check box to have the system announce the agent’s directory name before an incoming workgroup call is transferred to an agent from the queue.

AltiWare ACM 5.1 Administration Manual 295