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Agent Statistics per Workgroup Window
Shown in "Statistics (WG Statistics)" on page 30
Field
Total Wrap-up Time
Average Wrap-up
Time
Workgroup Statistics Window
Shown in "Statistics (WG Statistics)" on page 30
Field
ID
Date
Time
Incoming Calls
Calls in Queue
Calls Answered
Definition
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.
Definition
Upper half of window
Number assigned by CDR Search to this record
Date of the time interval
Time interval for these call statistics
Incoming workgroup calls
Count of calls in workgroup queue while all agents are
not available; when agent RNA and "No Answer Call
Handling" is set to Forward to Next Group Member,
this call is re-queued but will not be counted twice.
Count of workgroup calls that were answered by
agents; 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.
Records and Data Schema
CDR Manual 53
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