Specifications

Call Detail Record Reports
C – 22 ShoreTel, Inc.
Workgroup Agent Summary Report
The Workgroup Agent Summary Report () shows a summary of inbound workgroup
calls and agent activity by the workgroup.
Figure C-12 Workgroup Agent Summary Report
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. No calls are reported
when an agent is logged out. You can find Agent logins by examining the AgentActivity
table for records with State = 5 (LogInOut).
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.
The StartTimeStamp field in these Agent Activity records represents the time that an
agent logged into a specific workgroup (identified by the WorkgroupDN and
WorkgroupName fields). The EndTimeStamp field records the time the agent logged
out (this can be null when the agent is still logged into the workgroup).
This report is call centric. While it does report agent activity, which consists of agent
wrap-up and login time, the report will only show this information for periods during
which there was a call for the agent (workgroup or non-workgroup).