Table of Contents
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Index
Numerics
1101 - Agent Activity Event 29
1102 - Agent Call Detail Report 29
1201 - Agent Performance
Summary 30
1202 - WG Calls and Direct Call Ac-
tivity Summary Report 31
1203 - Agent State Summary
Report 32
1204 - Agent WG Inbound Calls Sum-
mary Report 33
1205 - Agent WG Outbound Calls
Summary Report 34
1206 - Agent Direct Calls Summary
Report 35
1301 - Agent Call Volume
Analysis 36
1302 - Agent Average WG Call Han-
dling Time Analysis 36
1303 - Agent % Contribution to each
WG (Inbound/Outbound) 37
2101 - Workgroup Call Detail
Report 38
2201 - Workgroup Agent(s) State 39
2202 - Workgroup Agent(s) Perfor-
mance Summary 39
2203 - Workgroup Agent Call Activity
Summary with % Analysis 40
2204 - Workgroup Agent Call/Time
Contribution % Comparison 41
2205 - Workgroup Inbound/Outbound
Call Summary with % Analysis 43
2206 - Workgroup Inbound Calls Wait
Time Summary 44
2207 - Workgroup Inbound Call Han-
dling Summary 45
2208 - Workgroup Outbound Call
Handling Summary 46
2301 - Workgroup Inbound Answered
Call Wait Time 46
2302 - Workgroup Inbound Aban-
doned Call Wait Time 47
2303 - Workgroup Inbound Over-
flowed/Redirected Calls Wait
Time 47
2304 - Workgroup Inbound Calls An-
swering Time 48
2305 - Workgroup Outbound Call
Handling Time 48
2306 - Workgroup Inbound Call
Priority 49
2307 - Workgroup Cumulative In-
bound/Outbound Call 50
2308 - Workgroup Cumulative In-
bound Call Wait Time 50
2309 - Workgroup Cumulative In-
bound Call Handling 51
2310 - Cumulative Outbound Call
Handling 52
2311 - Total & % Inbound Calls ANS/
ABN/OFL 53
2312 - Total & % WG Inbound Calls
in Queue 53
2313 - Average Call Handling
Time 54
2314 - Total Outbound Calls 54
2315 - Total Outbound Calls Handling
Time 55
2316 - Daily Max Number of Calls in
Queue 55
2317 - Daily Longest Queue
Time 55
2318 - Daily Real Time Service
Level 56
3101 - DNIS Call Detail Report 56
3201 - DNIS Call Summary 57
A
accessing AltiReports remotely 5
Add to Favorite button 24
address
AltiGen Communications, Inc. ii
administrator login 7
administrator profile 9
Agent % Contribution to each WG (In-
AltiReport Manual
Index
59
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