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•
Calls—Total number of direct inbound calls that were put on hold
•
Talk—Total hold time on those direct inbound calls
•
Avg—Average hold time per call that was put on hold (Talk/Calls)
•
For calls sent to VM
•
Calls—Total number of direct inbound calls sent to voice mail
•
Talk—Total time the caller was in voice mail
•
Avg—Average time spent in voice mail per call that went to VM (Talk/Calls)
•
Direct Outbound Calls—Displays the following call statistics:
•
For Connected calls
•
Calls—Total number of direct outbound calls that were connected
Talk—Total talk time on those direct outbound calls
•
•
Avg—Average talk time per call (Talk/Calls)
•
For calls put on Hold
•
Calls—Total number of connected outbound calls that were put on hold
Talk—Total hold time on those calls
•
•
Avg—Average hold time per call that was put on hold (Talk/Calls)
Data Source
All data from the tables AGENTSUMMARY1, AGENTSUMMARY2.
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AltiReport Manual
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