User Manual

40 AltiReport Manual
• Calls—Total number of direct inbound calls that were put on hold
• Talk—Total hold time on those direct inbound calls
• Avg—Average hold time per call that was put on hold (Talk/Calls)
• For calls sent to VM
• Calls—Total number of direct inbound calls sent to voice mail
• Talk—Total time the caller was in voice mail
• Avg—Average time spent in voice mail per call that went to VM (Talk/Calls)
• Direct Outbound Calls—Displays the following call statistics:
• For Connected calls
• Calls—Total number of direct outbound calls that were connected
• Talk—Total talk time on those direct outbound calls
• Avg—Average talk time per call (Talk/Calls)
• For calls put on Hold
• Calls—Total number of connected outbound calls that were put on hold
• Talk—Total hold time on those calls
• Avg—Average hold time per call that was put on hold (Talk/Calls)
Data Source
All data from the tables AGENTSUMMARY1, AGENTSUMMARY2.