Altigen Call Detail Reporting Manual page 57

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Agent Statistics Window
Shown in "Statistics (WG Statistics)" on page 18
Field
Calls Answered
Calls Answered
Duration
Outgoing Calls
Outgoing Calls
Duration
Wrapup
Wrapup Duration
Voice Mail
Voice Mail Duration
Lower half of window (Totals, Averages, and Percentages)
Total Calls
Total Outgoing Calls
48 CDR Manual
Definition
Count of calls that were answered by an agent; if
a single call is routed to several agents, the
counter is increased
Sum of duration of Calls Answered, where
duration lasts from the time an agent answers the
call until the time the call is disconnected or
transferred to VM, to another agent, or out of the
WG
Count of outgoing calls
Sum of duration of Outgoing Calls, where
duration lasts from the time the call enters
"Connected" state until the time the call is
disconnected
Same as setting for "Allow Wrapup Time" from
AltiAdmin plus the number of times the agent
presses the "Wait" button
Same as setting for "Allow Wrapup Time" from
AltiAdmin plus the number of times the agent
presses the "Wait" button
Count of agent's voice mail messages
Sum of duration of agent's VM messages
Total of all calls, including Answered, Outgoing
and Transferred to VM
Total of Outgoing Calls