User Manual

54 AltiReport Manual
• Avg—Average talk time per call (Talk/Calls)
• Agent calls are then broken out into categories: Workgroup Inbound, Workgroup
Outbound, Direct Inbound, Direct Outbound. Each category displays the following:
• Calls—Total calls the agent was connected to in that category during the
specified time period
• %—The percentage of the agent’s calls that fall into that category ([category]
Calls/[All Calls] Calls
• Talk—Total talk time in that category
• Avg —Average talk time in that category (Talk/Calls)
Data Source
All data from the tables AGENTPERWGSUMMARY1, AGENTPERWGSUMMARY2,
AGENTSUMMARY1, AGENTSUMMARY2.