Altigen Call Detail Reporting Manual page 61

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Agent Statistics per Workgroup Window
Shown in "Statistics (WG Statistics)" on page 18
Field
Average Talk Time
Average Wrapup Time
Workgroup Statistics Window
Shown in "Statistics (WG Statistics)" on page 18
Field
ID
Date
Time
Calls in Queue
Calls Answered
Calls Answered
Duration
52 CDR Manual
Definition
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)
Definition
Upper half of window
Number assigned by AltiWare to this record
Date of call
Time interval for these call statistics
Count of calls in queue; if a call is recycled into
the queue after RNA, the counter is increased
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