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Total number of calls
going to VM from AA by
autoattendant name
Total number of calls
terminating in
AutoAttendant by
autoattendant name
Report Fields
WorkGroup View
Total number of calls by
workgroup number
Total number of calls
queued in a workgroup,
and their average queue
duration by workgroup
Total number of calls
disconnecting while in
queue and their average
queue duration by
workgroup
Total number of calls
going to VM from queue,
their average queue time,
and average VM message
duration by workgroup
Total number of calls
reaching the workgroup
agents --
average queue time,
average talk time, and
average wrap-up time
--- by workgroup
-- Call Detail Reporting Guide -- September 2000 -- Page 24 --
StartTime
TrunkDirection =2
Attendant Duration >0
Party1WGHandleDuration =0
ExitState=10 or 20
By AutoAtdnName
StartTime
TrunkDirection =2
ExitState=2
By AutoAtdnName
CDR Fields
StartTime
TrunkDirection =2
Party1WGHandleDuration >0
and/or
Party1WGWaitDuration >0
By Party1WGNumber
StartTime
TrunkDirection =2
Party1WGHandleDuration >0
Average of Party1WGWaitDuration
By Party1WGNumber
StartTime
TrunkDirection =2
Party1WGWaitDuration >0
Party1WGHandleDuration=0
ExitState=8
Average of Party1WGWaitDuration
By Party1WGNumber
StartTime
TrunkDirection =2
Party1WGWaitDuration >0
Party1WGHandleDuration=0
ExitState=10 or 20
Average of Party1WGWaitDuration
Average of VMsgDuration
By Party1WGNumber
StartTime
TrunkDirection =2
Party1WGHandleDuration>0
Average of Party1WGWaitDuration
Average of Party1HandleDuration
Average of WGWrapUpDuration
By Party1WGNumber
Comments
Talk time is the length of
time an agent actually talks
to a customer.
Wrap-up time is the time it
takes an agent to complete/
close up a transaction:
begins when the agent hangs
up with the caller, to the
time when an agent is ready
to take the next call in
queue.
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