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Reporting fields
Agent View
Number of agents signed
on by workgroup
Average TalkTime and
Average wrap-up time
by Agent in each
workgroup signed in
Total Sign-On Duration by
Agent
CALL
VIEW
Number of calls received
with an ANI number
Number of calls received
with a CallerID
Average Speed of Answer
Number of calls received
via the web
-- Call Detail Reporting Guide -- September 2000 -- Page 26 --
CDR Fields Used
StartTime
Interval very important here
Sum of number of call records
where
a.
ExitState=Hex80 and StartTime
is > Midnight and <
(starttime+Interval)
b.
And, ExitState=Hex100 FOR
THE SAME Party1Number
does not occur before
(starttime+interval)
By Party1WGNumber
.
StartTime
TrunkDirection =2
Party1WGHandleDuration>0
Average of Party1HandleDuration
Average of WGWrapUpDuration
By Party1WGNumber
By Party1Number(agent number)
For all matching records where:
TrunkDirection=0
And
Party1Number is the same;
StartTime[ExitState=Hex100] –
StartTime[ExitState=Hex80] = Sign-
on Duration
By Party1Number
Comments
Basically : how many agents
were logged on to the given
workgroup for the entire
interval
Show how long each agent has
been signed on that day,
irrespective of how many
workgroups the agent is
signed onto.
Average speed of answer is
the average time it takes for an
arriving call to reach an agent.
Since a call can first go
through an AutoAttendant
before reaching an agent, and
or in addition be queued, the
average speed of answer
covers both call duration
before and throughout the
queue until an agent answers.
AltiGen can receive and
accept IP calls from web page
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