Specifications

Records and Data Schema
CDR Manual 51
Records and
Data Schema
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)” on page 22
Field Definition
Upper half of window
ID Number assigned by CDR Search to this record
Date Date of time interval
Time Time interval for these call statistics
In Call Ans Count of incoming workgroup calls that were answered
by an agent; if a login agent uses Pick Call from Queue
feature in MaxAgent, this counter is also incremented.
If the incoming workgroup call is answered by an agent,
then transferred or parked, the transferred or parked call
is considered out of this workgroup.
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)
Agent Statistics Window
Shown in “Statistics (WG Statistics)” on page 22
Field Definition