Specifications

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50 CDR Manual
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 by one
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
Login Time Time agent logged in to WG
Logout Time Time agent logged out of WG
Logout Reason Logout Reason
Lower half of window (Totals, Averages and Percentages)
TotalLoggedInTime Total of Logged In Time
Total Inbound Calls
Answered
Total of Inbound Calls Answered
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 Connected
Outbound Calls
Total of Connected Outbound Calls
Agent Statistics per Workgroup Window
Shown in “Statistics (WG Statistics)” on page 18
Field Definition