Specifications

Call Detail Record Reports
ShoreTel 7.5 Administration Guide C – 39
The Workgroup Service Level Summary Report is described below.
Field Presence/Frequency Description
Wait Time (sec.) Shown once for each
30-second period in
workgroup/internal
where there are calls
to be reported.
Range of wait-for-service times, The wait
time is divided into 30-second intervals.
Information for the calls is reported for the
interval in which it falls, according to when
the call moved off the workgroup.
The actual wait or service time for each
workgroup call is found in the Duration
field of the QueueCall table. This duration
is the time from when the call is offered to
the workgroup server until it leaves the call
queue.
Abandoned Once for each period
reported.
Number of callers who abandoned the call
(hung up) during the period. Those
QueueCall records with the ExitReason set
to 7 (Abandoned) are counted as
abandoned.
Handled by Agent Once for each period
reported.
Number of calls handled by agents during
the period.
Those QueueCall records with the
ExitReason set to 1 (TransferToAgent) are
counted as handled by an agent. A call that
is picked up or unparked by an agent that
is a member of the same workgroup is also
counted as Handled by Agent.
Handled by Voice
Mail
Once for each period
reported.
Number of calls that went to the
workgroup’s voice mail (either as a result of
call handling, or when the caller chose the
transfer to voice mail option).
Those QueueCall reports with the
TargetType set to 3 (mailbox) and
ExitReason set to 2, 3, 4, or 5
(ForwardAlways, ForwardBusy,
ForwardNoAnswer, or
ForwardNoLoginAgent), or 9
(TransferVM) with the TargetDN field
equal to the workgroup DN itself are
counted as Handled by Voice Mail.
Transfer Once for each period
reported.
Number of calls transferred by WorkGroup
agents.
Interflow / Overflow Once for each period
reported.
Number of automatic call transfers, based
on caller wait time to a dialable number
(interflow) or to another WorkGroup
queue (overflow).