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Report Fields
•
Start Time—Start date for the report
Workgroup—Workgroup's extension number
•
•
Total # of Calls—Total inbound calls for the specified workgroup in the specified
time period. Calls are then broken out into three categories:
•
Answered Calls
# of calls—Number of incoming calls that were answered by the workgroup
•
•
% of calls—Percentage that number is of the total inbound workgroup calls
([Answered] # of Calls/Total # of Calls)
•
Talk Time—Duration of talk time for the answered inbound calls
Avg Talk—Average talk time per answered call ([Answered] Talk Time/
•
[Answered] # of Calls)
Handle Time—Total time required by all answered calls for talk, hold, and
•
wrap-up
•
Avg Handle—Average handling time per call ([Answered] Handle Time/
[Answered] # of Calls)
•
Abandoned Calls
•
# of Calls—Number of calls that were abandoned by the caller
•
% of Calls—Percentage that number is of the total inbound workgroup calls
([Abandoned] # of Calls/Total # of Calls)
•
Hangup in Queue—Number of callers who hung up while in queue
•
Hangup in Ring—Number of callers who hung up while the extension was
ringing
•
Overflowed—
•
# of Calls—Number of calls overflowed (to voice mail, to an application, to
others)
•
% of Calls—Percentage that number is of the total inbound workgroup calls
([Overflowed] # of Calls/Total # of Calls)
•
Num of VM—Number of callers who left voice mail
•
Total Calls in Queue—Number of calls that spent time in queue
Data Source
All data from the table WGSUMMARY
60
MaxReports Manual
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