Specifications

Call Detail Record Reports
ShoreTel 7.5 Administration Guide C – 33
Agent Activity -
Tot al Wrap-Up
Once for each
period reported.
This is the total wrap-up during the reporting
period. This includes both end of call wrap-up
and manual wrap-up. As noted earlier, since
this report is call centric, agent wrap-up and
login only appears in the report when it
overlaps with periods when calls are being
reported.
Total wrap-up is calculated by finding
AgentActivity records with State = 3 (wrap-up),
which have time during the period being
reported (some or all of the time from
StartTimeStamp to EndTimeStamp is within the
period being reported). Total wrap-up is the
sum of the time within the reporting period for
these records.
Unlike calls, where the entire duration is
reported in the period when the call starts,
wrap-up and login are reported specifically for
the period being shown in the report. In other
words, if wrap-up or login starts in one
reporting period being reported and ends in
another, the time is appropriately divided
between the two periods. If you want to know
the end of call wrap-up for a specific call, you
can use the workgroup detail report.
Average Wrap-
Up
Once for each
period reported.
This is calculated by dividing the total wrap-up
time reported by the number of wrap-up
records that included data used in the
calculation of total wrap-up time. Note that
manual wrap-up records are included.
Tot al Log in Once for each
period reported.
This is total login time during the reporting
period. As noted earlier, since this report is call
centric, agent wrap-up and login only appears
in the report when it overlaps with periods
when calls are being reported.
Total login is calculated by finding
AgentActivity records with State = 5
(LogInOut) which have time during the period
being reported (some or all of the time from
StartTimeStamp to EndTimeStamp is within the
period being reported). Total login is the sum of
the time within the reporting period for these
records.
Tot al The totals for all agents in the workgroup.
Grand Total The totals for all workgroups in the system.
Field
Presence/
Frequency
Description