Specifications

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52 CDR Manual
Calls in Queue Count of calls in queue; if a call is recycled into the
queue after RNA, the counter is increased
Calls Answered Count of calls that were answered by an agent; if a
single call is routed to several agents, the counter is
increased by one
Calls Answered Duration Sum of duration of Calls Answered, where 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
Outgoing Calls Count of outgoing calls
Outgoing Calls Duration Sum of duration of Outgoing Calls, where duration
lasts from the time the call enters “Connected” state
until the time the call is disconnected
Calls Transferred to
Voice Mail
Count of calls transferredto VM (by caller pressing# or
by being automatically transferred to VM after RNA for
every agent), where caller leaves a message
Calls Abandoned in
Queue
Count of calls in queue that were disconnected or
transferred out of the WG (to VM or by caller pressing
0 for operator) without being answered by an agent
Calls Abandoned during
Ring
Count of calls abandoned by caller while ringing
workgroup agents PLUS queue overflow count; (counts
all calls to any destination device, except VM)
Calls Abandoned during
VM
Count of calls disconnected after being transferred to
VM (by caller pressing # or by being automatically
transferred to VM after RNA for every agent), where
the caller did not leave a message
Queue Overflow Count of calls that overflowed the queue
Wait Time for Answered
Calls
Sum of time Calls Answered waited before being
answered
Workgroup Statistics Window
Shown in “Statistics (WG Statistics)” on page 20
Field Definition