Altigen Call Detail Reporting Manual page 58

Search Results
Shown in "Statistics (WG Statistics)" on page 18
Field
Outgoing Calls
Outgoing Calls
Duration
Calls Transferred to
Voice Mail
Calls Abandoned in
Queue
Calls Abandoned
during Ring
Calls Abandoned
during VM
Queue Overflow
Wait Time for
Answered Calls
Wait Time for
Abandoned Calls
Service Level (%)
50 CDR Manual
Workgroup Statistics Window
Count of outgoing calls
Sum of duration of Outgoing Calls, where
duration lasts from the time the call enters
"Connected" state until the time the call is
disconnected
Count of calls transferred to VM (by caller
pressing # or by being automatically transferred
to VM after RNA for every agent), where caller
leaves a message
Count of calls in queue that were disconnected or
transferred out of the WG (to VM or by caller
pressing 0 for operator) without being answered
by an agent
Count of calls abandoned by caller while ringing
workgroup agents PLUS queue overflow count;
(counts all calls to any destination device, except
VM)
Count of calls disconnected after being
transferred to VM (by caller pressing # or by
being automatically transferred to VM after RNA
for every agent), where the caller did not leave a
message
Count of calls that overflowed the queue
Sum of time Calls Answered waited before
being answered
Sum of time Calls Abandoned in Queue waited
in queue before being abandoned
Percentage of queued calls exceeding the service
level threshold
Definition