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Agent Statistics per Workgroup Window
Shown in "Statistics (WG Statistics)" on page 30
Field
Out Talk Time
Login Time
Logout Time
Logout Reason
Lower half of window (Totals, Averages and Percentages)
Total Logged In Time
Total Inbound Calls
Answered
Total Talk Time
Average Talk Time
Total Connected
Outbound Calls
Total Talk Time
Average Talk Time
Total Number of Wrap-
ups
52 CDR Manual
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.)
Date and time agent last logged into this WG within or
before specified time interval
Date and time agent last logged out of this WG within
or before specified time interval
Logout Reason code
Total of agent login duration to this workgroup
Total of In Calls Ans
Total of In Talk Time
Total Talk Time divided by Total Inbound Calls
Answered
Total of Out Calls Ans
Total 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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