Specifications

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46 CDR Manual
Total Calls Answered Total of Calls Answered
Calls Transferred to
Voice Mail
Count of calls transferred to VM (by caller
pressing # or by being automatically transferred
to VM after RNA for every agent), where caller
leaves a message
Total Wrapup Total of Wrapup time after call (time that user
enables “Allow Wrapup Time” in AltiAdmin/
ACM Admin) and Wrapup time.
Total Talk Time Total duration of Calls Answered and Outgoing
Calls. For Calls Answered, 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; for Outgoing
Calls, duration lasts from the time a call enters
“Connected” state until it is disconnected
Total Wrapup Time Total of Wrapup Duration
Average Talk Time Total Talk Time divided by (Total Calls
Answered plus Total Outgoing Calls)
Average Wrapup Time The average of Wrapup time after call (time that
user enables “Allow Wrapup Time” in
AltiAdmin/ACM Admin) plus the number of
times the agent presses the “Wait” button
Agent Statistics Window
Shown in “Statistics (WG Statistics)” on page 18
Field Definition