Altigen Call Detail Reporting Manual page 84

S
Score - This may or may not be found in the reports created within Call Analyst
depending on applications created by the customer, not Call Analyst or AltiGen.
Score is a number that represents how well a supervisor believes an agent has
handled a particular call that the supervisor has silently monitored. Using the
UserDefined fields provided in AltiWare's ActiveX AltiLink protocol and in its
CDR data schema, a customer can associate a score with a call.
Note: This is a custom implementation.
Service Level% - The percentage of calls meeting the expectation for service set
by the owner of the call center system.
When reported in the Center 4.0 client screens, Service Level% is a real time snap
shot of any given exact moment in the workgroup queue of calls meeting or
exceeding performance.
When reported in Call Analyst or via other custom reporting packages based on
historical CDR data, the service level will represent the average over a given time
interval defined by the program.
Service level is the number of calls waiting less than a threshold time interval
divided by the total number of calls in queue over the same interval. The threshold,
which is the maximum amount of time the company would like a caller to have to
wait for an agent, is configurable in AltiAdmin.
Note:
See also data schema descriptions.
Session ID Number - A unique number, usually 9-digits or larger, assigned by
AltiWare to a call. This number uniquely identifies a call. If an incoming call is
transferred by an agent to an outside trunk, then an additional new CDR record is
created, however, this additional record retains the same SessionID. This permits
reporting programs to combine CDR records for the same call.
Short Calls - Short Calls, a statistic that only appears in Call Analyst reporting,
provides the total number of outgoing calls that disconnected less than X seconds
after actually getting answer supervision from the central office.
Short Duration - Like Short Calls, Short Duration is a proposed statistic for Call
Analyst reporting, which provides the total number of incoming calls that lasted
fewer than X seconds after starting. The start of an incoming call is when an
extension has rung and been answered, not when the trunk was seized.
SignOff - The timestamp when a workgroup agent signed off from the workgroup.
SignOn - The timestamp when a workgroup agent signed on to the workgroup.
SignOn Duration - The difference between Sign-on and Sign-off pairs; times in
closest proximity. An agent can sign-on and off more than once each day, so there
may be multiple such pairings in the CDR database.
Records and Data Schema
CDR Manual 75