Specifications

Call Detail Record Reports
C – 30 ShoreTel, Inc.
Workgroup Service Level Summary Report
The Workgroup Service Level Summary Report provides information related to the
workgroup server call processing. Every time the workgroup server processes a call, a
record about its disposition is added to the QueueCall table. Generally, this occurs once
when the call gets processed by the server. However, in the case of call forwarding, the
same call can pass through the workgroup server more than once.
For example, a call made to the workgroup server is transferred to an extension. If that
extension’s call handling mode forwards the call to the same or a different workgroup,
the call passes through the workgroup server more than once. The rule in these cases is
Call Duration Once for each call
reported.
The duration of the call. Duration reports the
time of the user's involvement in the call. It's
reported by summing the TalkTime, RingTime,
and HoldTime fields in the Connect record
representing involvement in the call.
Since a call is reported during the period in
which it starts (as identified by the StartTime
in the Call table record for the call) but may
end during another interval, the duration can
be longer than the 30- or 60-minute interval
period. The total duration is reported during
the interval in which the call begins.
Wrap-Up Duration Once for each call
reported.
Only applicable to inbound workgroup calls.
This is the amount of time, if any, the agent
spent in wrap-up after completing the call.
The Wrap-up Duration is the difference
between the StartTimeStamp and
EndTimeStamp in the wrap-up record in the
AgentActivity table for that agent.
Queue Duration Once for each call
reported.
Only applicable to inbound workgroup calls,
the amount of time that the call was in the
workgroup queue before it was assigned to the
agent. This data is retrieved from the Duration
field of the QueueCall table record for the call.
Total Duration Once for each call
reported.
The Total Duration includes the Queue
Duration, Call Duration, and Wrap-up
Duration. It is generally less than the total time
the call spends within the ShoreTel system.
The time between when the trunk was seized
and the call was accepted by the workgroup, or
any time the call spends with a menu or other
extension, is not reflected.
Sub-total The total calls for the workgroup agent.
Total The total calls for all agents in the workgroup.
Grand Total The total calls for all agents in the system.
Field Presence/Frequency Description