Specifications

Records and Data Schema
CDR Manual 49
Records and
Data Schema
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)
Workgroup Statistics Window
Shown in “Statistics (WG Statistics)” on page 18
Field Definition
Upper half of window
ID Number assigned by AltiWare to this record
Date Date of call
Time Time interval for these call statistics
Calls in Queue Count of calls in queue; if a call is recycled into
the queue after RNA, the counter is increased
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
Agent Statistics per Workgroup Window
Shown in “Statistics (WG Statistics)” on page 18
Field Definition