User Manual

58 AltiReport Manual
• Abandoned
• Calls—The number of calls abandoned in that workgroup in the specified time
period
• %—Percentage that number is of the total workgroup calls for the specified
time period ([Abandoned] Calls/[Inbound Calls] Total Calls)
• Overflowed/Redirected
• Calls—Total number of that workgroup’s overflowed and redirected calls in the
specified time period
• %—Percentage that number is of the total workgroup calls for the specified
time period ([Overflowed/Redirected] Calls/[Inbound Calls] Total Calls)
• Connected Outbound Calls—Displays the workgroup’s total number of outbound
calls for the specified time period, then displays data in three categories:
• Calls—Total number of connected outbound calls for the workgroup
• Talk—Total talk time on those outbound calls
• Avg—Average talk time per outbound call (Talk/Calls)
• Total WG Calls—Total workgroup calls for the workgroup in the time period
specified
Data Source
All data from the table WGSUMMARY