Altigen MAX Communication Server Release 6.5 Manual page 55

Shown in "Statistics (WG Statistics)" on page 30
Field
Total Wrap-up Time
Average Wrap-up
Time
Agent Statistics per Workgroup Window
Shown in "Statistics (WG Statistics)" on page 30
Field
ID
Date
Time
In Call Ans
In Talk Time
Out Call Ans
Agent Statistics Window
Total of Wrap-up duration (time while agent is in wrap-
up state) for both incoming and outgoing calls..
Total Wrap-up Time divided by Total Number of
Wrap-up.
Upper half of window
Number assigned by CDR Search to this record
Date of time interval
Time interval for these call statistics
Count of incoming workgroup calls that were answered
by an agent; if a login agent uses Pick Call from Queue
feature in MaxAgent, this counter is also incremented.
If the incoming workgroup call is answered by an agent,
then transferred or parked, the transferred or parked call
is considered out of this workgroup.
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 log in to outbound workgroup)
Records and Data Schema
Definition
Definition
CDR Manual 51