User Manual

34 AltiReport Manual
• Not-Ready—Time the agent was not ready to take workgroup calls (applies to
all workgroups the agent is logged into)
• DND/FWD—Time the agent’s phone is set to DND/FWD
• Error—The amount of time the agent’s phone was in error state.
• Direct Call Duration—Total time the agent’s connected inbound and outbound
calls were in talk time and on hold
Data Source
All data from tables AGENTPERWGSUMMARY1, AGENTPERWGSUMMARY2,
AGENTSUMMARY1, AGENTSUMMARY2, AGENTSUMMARY3, AGENTSUMMARY4.