Specifications

Call Detail Record Reports
C – 40 ShoreTel, Inc.
Workgroup Queue Summary Report
The Workgroup Queue Summary Report (Figure C-12) shows a summary of queue
activity and how the calls interact with the queue. You can run the report with fixed
interval sub-totals.
Figure C-12 Workgroup Queue Summary Report
Calls Included
The key determinant in this report is which workgroup server processes the call. Each
time the workgroup server processes a call, a record about the call’s disposition is added
to the QueueCall table. In most cases the call is recorded just once, but if forwarded, a
call can be recorded twice. Normally the call comes in and is processed by the server
where it is routed to an agent. The caller then chooses to go to voice mail or another
destination, or hangs up (abandons the call) before it is routed beyond the workgroup.
Since the report shows how the call was disposed of by the workgroup server, the call is
reported once in the report. However, if the call is forwarded, the same call can pass
through the workgroup server more than once.
Handled by Others Once for each period
reported.
Number of calls handled by others (not
workgroup agents or voice mail).
Any call for the workgroup that isn’t
reported as Abandoned, Handled by Agent,
or Handled by Voice Mail is counted as
Handled by Others. Calls that are picked
up by non-agents, or agents that do not
belong to the group are counted as Handled
by Others.
Tot al Cal ls Once for each period
reported.
Sum of Abandoned, Handled by Agent,
Handled by Voice Mail, Picked Up from the
Queue, Unparked from the Queue, and
Handled by Others for the period.
Field Presence/Frequency Description