Altigen Call Detail Reporting Manual page 58

Agent Statistics Window
Shown in "Statistics (WG Statistics)" on page 18
Field
Total Calls Answered
Calls Transferred to
Voice Mail
Total Wrapup
Total Talk Time
Total Wrapup Time
Average Talk Time
Average Wrapup Time
Records and Data Schema
Definition
Total of Calls Answered
Count of calls transferred to VM (by caller
pressing # or by being automatically transferred
to VM after RNA for every agent), where caller
leaves a message
Total of Wrapup time after call (time that user
enables "Allow Wrapup Time" in AltiAdmin)
and Wrapup time.
Total duration of Calls Answered and Outgoing
Calls. For Calls Answered, 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; for Outgoing
Calls, duration lasts from the time a call enters
"Connected" state until it is disconnected
Total of Wrapup Duration
Total Talk Time divided by (Total Calls
Answered plus Total Outgoing Calls)
The average of Wrapup time after call (time that
user enables "Allow Wrapup Time" in
AltiAdmin) plus the number of times the agent
presses the "Wait" button
CDR Manual 49