User Manual

36 AltiReport Manual
• Hold
• Calls—Number of calls put on hold
• Total—Total time all calls spent on hold
• Avg—Average time per call spent on hold (Total/Calls)
• Wrap-Up
• Calls—Number of calls requiring wrap-up activity
• Total—Total time spent in wrap-up activities
• Avg—Avg time per call spent in wrap-up activities (Total/Calls)
Data Source
All data from the tables AGENTPERWGSUMMARY1, AGENTPERWGSUMMARY2.