Specifications

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54 CDR Manual
Leave VM Total of Calls Abandoned leaving voice mail
Without VM Total of Calls Abandoned not leaving voice mail
Abandoned to
Others
Total of Calls Abandoned to Others
Historical Service Level
Total Calls Answered
Within SL
Total of Calls Answered within the established service
level parameters
Group Outbound Calls Summary
Total Outbound
Connected Calls
Total of Outbound Connected Calls
(All outbound calls are considered workgroup calls,
unless the agent logs out of the workgroup.)
Total Inbound Talk Time Total duration of Calls Answered and OutgoingCalls.
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 Inbound Talk
Time
Total Talk Time divided by (Total Calls Answered
plus Total Incoming Calls)
Average Queue Time Total Queue Time divided by TotalWGCalls
Answered.
Average Wait Time for
Answered Calls
Total Wait Time for Answered Calls divided by
(Total Calls in Queue minus Total Calls Abandoned
in Queue)
Workgroup Statistics Window
Shown in “Statistics (WG Statistics)” on page 20
Field Definition