Specifications

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50 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 login 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.)
Lower half of window (Totals, Averages, and Percentages)
Total Inbound Calls
Answered
Total of In Calls Ans
Total Talk Time Total duration of In Talk Time.
Average Talk Time Total Talk Time divided by Total Inbound Calls
Answered
Total Connected
Outbound Calls
Total of Out Call Ans
Total Talk Time Total duration of Out Talk Time.
Average Talk Time Total Talk Time divided by Total Connected
Outbound Calls
Total Number of
Wrap-Up
Total number of Wrap-ups for both incoming and
outgoing workgroup calls.
Agent Statistics Window
Shown in “Statistics (WG Statistics)” on page 22
Field Definition