Altigen Call Detail Reporting Manual page 63

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Workgroup Statistics Window
Shown in "Statistics (WG Statistics)" on page 18
Field
Lower half of window (Totals, Averages, and Percentages)
Total Calls
Total Calls in Queue
Total Outgoing Calls
Total Calls Answered
Total Calls
Transferred to Voice
Mail
Total Calls Abandoned
in Queue
Total Calls Abandoned
during Ring
Total Calls Abandoned
during VM
Total Calls Queue
Overflow
Total Talk Time
54 CDR Manual
Definition
Total of all calls, including Answered,
Outgoing, Transferred to VM, and all
Abandoned calls
Total of Calls in Queue
Total of Outgoing Calls
(All outgoing calls are considered workgroup
calls, unless the agent logs out of the workgroup.)
Total of Calls Answered
Total of Calls Transferred to Voice Mail
Total of Calls Abandoned in Queue
Total of Calls Abandoned during Ring
Total of Calls Abandoned during Voice Mail
Total of Queue Overflow
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