Specifications

Records and Data Schema
CDR Manual 53
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.
Workgroup Statistics 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 the time interval
Time Time interval for these call statistics
Incoming Calls Incoming workgroup calls
Calls in Queue Count of calls in workgroup queue while all agents are
not available; when agent RNA and “No Answer Call
Handling” is set to Forward to Next Group Member,
this call is re-queued but will not be counted twice.
Calls Answered Count of workgroup calls that were answered by
agents; 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.
Agent Statistics per Workgroup Window
Shown in “Statistics (WG Statistics)” on page 22
Field Definition