Specifications

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52 CDR Manual
Total Wait Time for
Answered Calls
Total of Wait Time for Answered Calls
Total Wait Time for
Abandoned Calls
Total of Wait Time for Abandoned Calls
Average Talk Time Total Talk Time divided by (Total Calls
Answered plus Total Outgoing Calls)
Average Wait Time for
Answered Calls
Total Wait Time for Answered Calls divided
by (Total Calls in Queue minus Total Calls
Abandoned in Queue
Average Wait Time for
Abandoned Calls
Total Wait Time for Abandoned Calls divided
by Calls Abandoned in Queue
PercentofCalls
Answered
Calls Answered divided by Total Calls minus
Outgoing Calls
PercentofCalls
Abandoned
(Total Calls Abandoned during Ring plus
Total Calls Abandoned during VM plus Total
Calls Abandoned in Queue) divided by (Total
Calls minus Outgoing Calls), expressed as a
percentage
PercentofCalls
Transferred to Voice
Mail
Calls Transferred to Voice Mail divided by
(Total Calls minus Outgoing Calls), expressed
as a percentage
Workgroup Statistics Window
Shown in “Statistics (WG Statistics)” on page 18
Field Definition