Specifications

Records and Data Schema
CDR Manual 45
Records and
Data Schema
Calls Answered Count of calls that were answered by an agent; if
a single call is routed to several agents, the
counter is increased
Calls Answered
Duration
Sum of duration of Calls Answered, where
duration lasts from the time an agent answers the
call until the time the call is disconnected or
transferred to VM, to another agent, or out of the
WG
Outgoing Calls Count of outgoing calls
Outgoing Calls
Duration
Sum of duration of Outgoing Calls, where
duration lasts from the time the call enters
“Connected” state until the time the call is
disconnected
Wrapup Same as setting for “Allow Wrapup Time” from
AltiAdmin/ACM Admin plus the number of
times the agent presses the “Wait” button
Wrapup Duration Same as setting for “Allow Wrapup Time” from
AltiAdmin/ACM Admin plus the number of
times the agent presses the “Wait” button
Voice Mail Count of agent’s voice mail messages
Voice Mail Duration Sum of duration of agent’s VM messages
Lower half of window (Totals, Averages, and Percentages)
Total Calls Total of all calls, including Answered, Outgoing
and Transferred to VM
Total Outgoing Calls Total of Outgoing Calls
Agent Statistics Window
Shown in “Statistics (WG Statistics)” on page 18
Field Definition