Specifications

Search Results
56 CDR Manual
Without VM Total of Calls Abandoned during VM
Abandoned to App
or Others
Total of calls redirected to a target other than VM, when
caller in queue presses a digit. Abandoned to
application is also included.
Historical Service Level
Total Calls Answered
Within SL
Total of Calls Answered with Queue Duration less
than or equal to the Service Level Threshold configured
in Workgroup Configuration window of MAXCS/
MaxAdmin
Total Inbound Talk Time Total of Calls Answered Duration
Average Inbound Talk
Time
Total Inbound Talk Time divided by Total Calls
Answered
Average Wait Time for
Answered Calls
Total Wait Time for Answered Calls divided by
Total Calls Answered
Average Wait Time for
Overflowed Calls
Total Wait Time (Queue Duration + Ring Duration)
for Overflowed Calls divided by Total Calls
Overflowed
Average Wait Time for
Abandoned Calls
Total Wait Time (Queue Duration + Ring Duration)
for Abandoned Calls divided by Total Calls
Abandoned
Total Wait Time for
Answered Calls
Total of Wait Time (Queue Duration + Ring Duration)
for Answered Calls
Total Wait Time for
Overflowed Calls
Total Wait Time (Queue Duration + Ring Duration) for
overflowed calls
Workgroup Statistics Window
Shown in “Statistics (WG Statistics)” on page 22
Field Definition