Lucent Technologies CentreVu Explorer II Version 1.0 User Manual page 107

Agent in Focus Queries
Agent in Focus Queries
The following items are included in the Customer/Calling report:
Call ID—The identifier of the call record as generated by the ECS/switch.
ACD—The number of the ACD for the call.
Start Time—The start time for the call segment.
Duration—The length of the call.
Agent Talk Time—The total talk time for the agent during the call.
After Call Work—The time the agent is in the After Call Work state for the call.
Abandoned From Hold—Yes/No value indicating if the caller abandoned from
hold.
Transferred—Indicates if the call was transferred by the answering agent to
another measured or unmeasured location.
Conference—Indicates if the call was conferenced by the answering agent to
another measured or unmeasured location.
Agent Released—Indicates whether the agent released the call from the agent's
terminal prior to call termination.
CentreVu Explorer II Version 1.0 User Guide
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