Altigen Altiware Open Edition 4.0 Reporting Manual page 25

Number of calls
transferred by agents to
another location (outside,
inside) by workgroup
Number of calls
transferred by agents to
voicemail by workgroup
Service level of a
workgroup
Maximum waiting time for
a call by workgroup
-- Call Detail Reporting Guide -- September 2000 -- Page 25 --
StartTime
TrunkDirection =2
Party1WGHandleDuration>0
TrunkRoute=(not blank) and/or
Party2Number=(not blank)
By Party1WGNumber
StartTime
TrunkDirection =2
Party1WGHandleDuration >0
TrunkRoute= (not blank) and/or
Party2Number= (not blank)
By Party1WGNumber
StartTime
TrunkDirection =2
Sum of number of call records
where (Party1WGWaitDuration<X)
Divided by number of call records
where Party1WGWaitDuration>0,
over the same selected interval.
By Party1WGNumber
.
StartTime
TrunkDirection =2
Maximum(Party1WGWaitDuration)
By Party1WGNumber
TrunkRoute defined means
incoming call went out a
trunk to another location
Party2Number defined
(and TrunkRoute=
blank) means incoming call
was transferred to another
local agent
Service level is a
percentage: it is the number
of queued calls having a
queue duration time <X,
divided by the total number
of queued calls; over the
same time interval.
X is the desired maximum
wait time for a caller to
reach an agent Y% of the
time. X is a threshold,
assigned in AltiWare by the
customer. Therefore, this
report must ask the user
what the threshold is as a
search criteria for this report
type.