Specifications

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48 CDR Manual
WG Statistics Search Results Windows
Agent Statistics Window
Shown in “Statistics (WG Statistics)” on page 20
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
In Call Ans Count of incoming calls that were answered by an
agent; if a single call is routed to several agents, the
counter is increased
In Talk Time Sum of duration of incoming call time
Out Call Ans Count of outgoing calls
Out Talk Time Sum of duration of outgoing call time
Lower half of window (Totals, Averages, and Percentages)
Total Inbound Calls
Answered
Total of all inbound answered calls
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
Average Talk Time Total Talk Time divided by (Total Calls Answered
plus Total Outgoing Calls)