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Shown in "Statistics (WG Statistics)" on page 30
Field
Calls Answered Duration
Outgoing Calls
Outgoing Calls Duration
Calls Abandoned to VM
with Msg
Calls Abandoned in
Queue
Calls Abandoned during
Ring
Calls Abandoned to VM
without Msg
Overflowed/Redirected
Wait Time for Answered
Calls
Wait Time for
Abandoned Calls
Lower half of window (Totals, Averages, and Percentages)
54 CDR Manual
Workgroup 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 outgoing connected workgroup calls. (Agent
needs to log into this 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.)
Count of calls abandoned to VM (by caller pressing a
digit or by system automatically redirecting caller to
VM where caller leaves a message
Count of caller hang up while in queue listening to
music or queue greeting
Count of caller hang up while ringing a workgroup
agent
Count of calls abandoned to VM (by caller pressing a
digit or by system automatically redirecting caller to
VM where the caller did not leave a message
Count of calls that overflowed from the workgroup
queue or redirected to other destinations;
Sum of wait time (queue duration + ring duration) for
Calls Answered
Sum of wait time (queue duration + ring duration) of all
abandoned calls
Definition
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