User Manual

Chapter 3: The Reports
AltiReport Manual 59
2206 - Workgroup Inbound Calls Wait Time Summary
Description: Reports the wait time for total inbound calls, including answered,
abandoned and overflowed, for the specified workgroup.
Report Options
1. Select an agent, if you want only that agent’s workgroups to appear in the
workgroup selection list.
2. Select workgroup(s).
3. Choose how you want the data summarized (by day, week, or month).
4. Specify a time range for the report.
5. Narrow the report to specific days of the week an
d a span of time (optional).
6. Select a group-by option.
7. Specify whether to include empty records.
8. Click Run Report to
run the report.
9. Select the export format (HTML, PDF, Excel) and wheth
er to separate the report
results into several files and/or export only specified pages.
Figure 19. This report shows wait time data for workgroup 450 during the month of May, in
weekly intervals.
Report Fields
•
Start Time—Start date for the report
• Workgroup—The workgroup’s number
• Total Inbound Calls—Displays the workgroup’s total number of inbound calls for
the specified time period, then displays call data in three categories:
• Answered
• Calls—Total number of calls answered in that workgroup in the specified time
period
• WT—Total wait time for those answered calls
• Avg WT—Average wait time per call (WT/Calls)
• RT—Total ring time for those answered calls
• AVG RT—Average ring time per call
• Abandoned (ABN)