Specifications

Call Detail Record Reports
ShoreTel 7.5 Administration Guide C – 43
Average Handled
Time
Once for each
period reported.
The average time during the period that a caller
was on the line before the call was handled (by
an agent, voice mail, or others). Note that the
average time could be zero even though there
were handled calls in the case of the call being
forwarded immediately to voice mail.
The sum of the DurationSeconds field in all of
the QueueCall records for handled calls during
the period divided by the number of such calls
to report the average time abandoned.
Total Calls Once for each
period reported.
All calls passed through the workgroup. This
includes calls that go straight to agents without
waiting in queue.
Sum of Abandoned, Handled by Agent, Handled
by Voice Mail, and Handled by Others for the
period.
Field
Presence/
Frequency
Description