User Manual

62 AltiReport Manual
Report Fields
• Start Time—Start date for the report
• Workgroup—Workgroup’s extension number
• Total # of Calls—Total inbound calls for the specified workgroup in the specified
time period. Calls are then broken out into three categories:
• Answered Calls
• # of calls—Number of incoming calls that were answered by the workgroup
• % of calls—Percentage that number is of the total inbound workgroup calls
([Answered] # of Calls/Total # of Calls)
• Talk Time—Duration of talk time for the answered inbound calls
• Avg Talk—Average talk time per answered call ([Answered] Talk Time/
[Answered] # of Calls)
• Handle Time—Total time required by all answered calls for talk, hold, and
wrap-up
• Avg Handle—Average handling time per call ([Answered] Handle Time/
[Answered] # of Calls)
• Abandoned Calls
• # of Calls—Number of calls that were abandoned by the caller
• % of Calls—Percentage that number is of the total inbound workgroup calls
([Abandoned] # of Calls/Total # of Calls)
• Hangup in Queue—Number of callers who hung up while in queue
• Hangup in Ring—Number of callers who hung up while the phone was ringing
• Overflowed—
• # of Calls—Number of calls overflowed (to voice mail, to an application, to
others)
• % of Calls—Percentage that number is of the total inbound workgroup calls
([Overflowed] # of Calls/Total # of Calls)
• Num of VM—Number of callers who left voice mail
• Total Calls in Queue—Number of calls that spent time in queue
Data Source
All data from the table WGSUMMARY