Table of Contents
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Workgroup Statistics Window
Shown in "Statistics (WG Statistics)" on page 30
Field
Group Total Inbound
Calls
Total Calls Without
Queueing
Total Calls in Queue
Total Calls Answered
Total Calls
Overflowed
Total Calls
Abandoned
Abandoned in
Queue
Abandoned during
Ring
Abandoned to
Voice Mail
Leave VM
Group Inbound Calls Summary
Total of all inbound calls, including Answered,
Overflowed, and all Abandoned calls
Total of calls with queue duration of zero.
Total of Calls in Queue
Total of Calls Answered
Total of Overflowed/Redirected
Total of Calls Abandoned which is the sum of
Abandoned in Queue, Abandoned During Ring,
Abandoned to Voice Mail, and Abandoned to Others
in the following sub-categories.
Total of Calls Abandoned in Queue
Total of Calls Abandoned during Ring
Total of calls abandoned to voice mail, which is the sum
of Leave VM and Without VM in the following sub-
category.
Total of Calls Transferred to VM
Records and Data Schema
Definition
CDR Manual 55
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