Specifications

Call Detail Record Reports
C – 34 ShoreTel, Inc.
Workgroup Agent Detail Report
The Workgroup Agent Detail Report (Figure C-10) shows a list of every call for each
agent by workgroup.
Figure C-10 Workgroup Agent Detail Report
NOTE
An agent appears in the Workgroup Agent Detail Report if the agent had any
workgroup call activity during the reporting period.
Calls Included
This report includes calls routed to workgroup agents by the workgroup server, and
non-workgroup calls (both inbound and outbound). The report assigns non-
workgroup calls to an agent's membership within a workgroup by examining the
workgroup the agent was logged into during or before the call. Non-workgroup calls
made while an agent is logged out are not reported.
Workgroup agents can be a member of more than one workgroup. When they log in,
their login time is reported for all workgroups of which they are a member.
Non-workgroup calls are reported against the workgroup with the lowest dial number
that the agent is a member of when the call is made. For example, if the agent is a
member of workgroups with dial numbers of 1100, 1200, and 1250, non-workgroup
calls are reported against 1100.
You can find agent logins by examining the AgentActivity table for records with State =
5 (LogInOut). The StartTimeStamp field in these AgentActivity records represents the
time that an agent logged into a specific workgroup (identified by the WorkgroupDN