User Manual

32 AltiReport Manual
• All agents’ calls are then broken out into categories: All WGs Inbound, All WGs
Outbound, Direct Inbound, Direct Outbound. “All WGs” means every workgroup the
agent is a member of and refers to calls that come in through a workgroup as
opposed to calls that come in directly to the extension. Each category displays the
following:
• Calls—Total calls the agent was connected to in that category during the
specified time period
• %—The percentage of calls that fall into that category ([category] Calls/Total
Calls0
• Talk—Total talk time in that category
• Avg Talk—Average talk time in that category (Talk/Calls)
Data Source
All data from tables AGENTPERWGSUMMARY1, AGENTPERWGSUMMARY2,
AGENTSUMMARY1, AGENTSUMMARY2