Specifications

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48 CDR Manual
Login Time TimeagentloggedintoWG
Logout Time Time agent logged out of WG
Logout Reason Logout Reason
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
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
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
Agent Statistics per Workgroup Window
Shown in “Statistics (WG Statistics)” on page 18
Field Definition