Specifications

Records and Data Schema
CDR Manual 51
Records and
Data Schema
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
Wrapups
Total number of Wrapup Calls
Total Wrapup Time Total of Wrapup Duration
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 20
Field Definition
Upper half of window
ID Number assigned by CDR Search to this record
Date Date of the time interval
Time Time interval for these call statistics
Agent Statistics per Workgroup Window
Shown in “Statistics (WG Statistics)” on page 18
Field Definition