AltiGen MAXCS 7.5 CDR - Manual (Page 56)

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52 CDR Manual
In Talk Time
Sum of talk duration of incoming answered
workgroup calls. Talk duration lasts from the time
an agent answers the call until the time the call is
disconnected, parked or transferred. (Hold time is
not included in talk time.)
Out Call Ans
Count of connected outbound workgroup calls.
(Agent needs to log in to outbound workgroup)
Out Talk Time
Sum of talk duration of connected outbound
workgroup calls. Talk duration lasts from the time
the call is connected until the time the call is
disconnected, parked or transferred. (Hold time is
not included in talk time.)
Login Time
Date and time agent last logged into this WG
within or before specified time interval
Logout Time
Date and time agent last logged out of this WG
within or before specified time interval
Logout Reason Logout Reason code
Lower half of window (Totals, Averages and Percentages)
Total Logged In Time Total of agent login duration to this workgroup
Total Inbound Calls
Answered
Total of In Calls Ans
Total Talk Time Total of In Talk Time
Average Talk Time
Total Talk Time divided by Total Inbound Calls
Answered
Total Connected Outbound
Calls
Total of Out Calls Ans
Total Talk Time Total of Out Talk Time
Average Talk Time
Total Talk Time divided by Total Connected
Outbound Calls
Total Number of Wrap-ups
Total number of Wrap-ups for both incoming and
outgoing workgroup calls.
Total Wrap-up Time
Total of wrap-up duration (time while agent is in
wrap-up state) for both incoming and outgoing
calls.
Average Wrap-up Time
Total Wrap-up Time divided by Total Number of
Wrap-up.
Agent Statistics per Workgroup Window
Shown in “Statistics (WG Statistics)”
Field Definition