Specifications

Records and Data Schema
CDR Manual 49
Records and
Data Schema
Total Connected
Outbound Calls
Total of Connected Outbound 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)
Total Number of Wrap-
up
Total number of Wrap-up calls
Total Wrapup Time Total of Wrapup Duration
Average
Wrapup
Time
Total of Wrapup time after call (time that user enables
“Allow Wrapup Time” in AltiAdmin/ACM Admin)
and Wrapup time.
Agent Statistics per Workgroup Window
Shown in “Statistics (WG Statistics)” on page 18
Field Definition
Upper half of window
ID Number assigned by CDR Search to this record
Date Date of time interval
Agent Statistics Window
Shown in “Statistics (WG Statistics)” on page 20
Field Definition