MaxAgent for Lync Manual 35
Using MaxAgent
Information includes:
• Number – The workgroup number
• Name – The workgroup name
• Login/Out – Whether you are currently logged in or logged out
• CIQ – The current number of calls in the queue
• CIQ > SLT – The number of calls in queue greater than the service
level
• Longest QT – The longest queue time
• New VM – New voicemail messages
• Logged In – The number of agents logged in to each group
• Busy – The number of agents who are busy
• Unavailable – The number of agents who are not available
• Idle – The number of agents who are idle
• Service Level % – The percentage of calls that exceed threshold
Viewing Workgroup Performance
Click the Performance tab to view statistics on workgroup calls and direct
calls. The data is collected from midnight.
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