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•
Not-Ready—Time the agent was not ready to take workgroup calls (applies to
all workgroups the agent is logged into)
•
DND/FWD—Time the agent's extension is set to DND/FWD
•
Error—The amount of time the agent's extension was in error state.
•
Direct Call Duration—Total time the agent's connected inbound and outbound
calls were in talk time and on hold
Data Source
All data from tables AGENTPERWGSUMMARY1, AGENTPERWGSUMMARY2,
AGENTSUMMARY1, AGENTSUMMARY2, AGENTSUMMARY3, AGENTSUMMARY4.
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MaxReports Manual
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