Specifications

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52 CDR Manual
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.
Agent Statistics per Workgroup Window
Shown in “Statistics (WG Statistics)” on page 22
Field Definition