Specifications

Call Detail Record Reports
C – 30 ShoreTel, Inc.
The Workgroup Agent Summary Report is described as follows:
Field
Presence/
Frequency
Description
Name The name of the workgroup agent.
Inbound
Workgroup Calls
- Qty,
Duration, and
Average
Duration
Once for each
period reported.
The total number of inbound workgroup calls
the agent received.
Quantity of calls, along with total duration and
average duration of these calls is included.
A call is categorized as an inbound workgroup
call if the user joined the call as a workgroup
agent. This is determined by examining the
Connect record for the user's time on the call.
The PartyType in the Connect record must be
12 (Workgroup Agent), and the workgroup
must have been the party that handed the call
over to the agent (the Connect record's
CtrlPartyID must be the workgroup DN).
Internal calls (with CallType = 1 in the Call
table) are only reported if the option is taken
when running the report to include internal
calls.
Since a call is reported during the period in
which it starts (as identified by the StartTime in
the Call table record for the call), but may end
during another interval, the duration can be
longer than the 30- or 60-minute interval
period. The total duration is reported during
the interval in which the call begins.
Duration reports the time of the agent's
involvement in the call. It's reported by
summing the TalkTime, RingTime, and
HoldTime fields in the Connect record
representing involvement in the call.
Total Duration during any period is the sum of
the duration for the individual calls being
reported upon. Average duration is found by
dividing this total by the number of calls during
the period.