Specifications

Call Detail Record Reports
C – 42 ShoreTel, Inc.
Transfer Once for each
period reported
Number of calls transferred by WorkGroup
agents.
Overflow /
Interflow
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).
Calls Handled by
Others
Once for each
period reported.
Number of calls handled by others (not
workgroup's agents or voice mail).
Any call for the workgroup that isn't reported as
Abandoned, Handled by Agent, Picked Up from
the Queue, Unparked from the Queue, or
Handled by Voice Mail is counted as Handled by
Others.
Maximum
Abandoned Time
Once for each
period reported.
The maximum time during the period that a
caller who abandoned the call stayed on the line.
The QueueCall records are examined for calls
reported as abandoned during this period. The
DurationSeconds field with the largest value for
abandoned calls is reported.
Average
Abandoned Time
Once for each
period reported.
The average time during the period that those
callers who abandoned the call stayed on the
line.
The sum of the DurationSeconds field in all of
the QueueCall records for abandoned calls
during the period divided by the number of such
calls to report the average time abandoned.
Maximum
Handled Time
Once for each
period reported.
The maximum time during the period that a
caller stayed on the line before the call was
handled (by agent, voice mail, or others). Note
that the maximum time could be zero even
though there were handled calls in the case of
the call being forwarded immediately to voice
mail.
The QueueCall records are examined for calls
reported as handled during this period. The
DurationSeconds field with the largest value for
abandoned calls is reported.
Field
Presence/
Frequency
Description