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Shown in "Statistics (WG Statistics)" on page 30
Field
In Talk Time
Out Call Ans
Out Talk Time
Lower half of window (Totals, Averages, and Percentages)
Total Inbound Calls
Answered
Total Talk Time
Average Talk Time
Total Connected
Outbound Calls
Total Talk Time
Average Talk Time
Total Number of
Wrap-Up
50 CDR Manual
Agent Statistics Window
Sum of talk duration of incoming answered workgroup
calls. Talk duration lasts from the time an agent answers
the call until the time the call is disconnected, parked or
transferred. (Hold time is not included in talk time.)
Count of connected outbound workgroup calls. (Agent
needs to login to outbound workgroup)
Sum of talk duration of connected outbound workgroup
calls. Talk duration lasts from the time the call is
connected until the time the call is disconnected, parked
or transferred. (Hold time is not included in talk time.)
Total of In Calls Ans
Total duration of In Talk Time.
Total Talk Time divided by Total Inbound Calls
Answered
Total of Out Call Ans
Total duration of Out Talk Time.
Total Talk Time divided by Total Connected
Outbound Calls
Total number of Wrap-ups for both incoming and
outgoing workgroup calls.
Definition
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