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•
%—Percentage that number is of the total workgroup calls for the specified time
period ([All Calls] Calls/<Sub Total of Calls>)
Talk—Total talk time on all that agent's calls
•
•
%—Percentage that duration is of the total workgroup talk time for the specified
time period ([All Calls] Talk/[All Calls]<Sub Total of Talk>)
Agent calls are then broken out into categories: Workgroup Inbound, Workgroup
•
Outbound, Direct Inbound, Direct Outbound. Each category displays the following:
Calls—Total calls the agent was connected to in that category during the
•
specified time period for the specified workgroup
%—Percentage that number is of all workgroup calls that fall into that category
•
in the specified time period ([category] Calls/[category]<Sub Total of Calls>)
Talk—Agent's total talk time in that category
•
•
%—Percentage that duration is of total workgroup talk time in that category in
the specified time period ([category] Talk/[category]<Sub Total of Talk>)
Data Source
All data from the tables AGENTPERWGSUMMARY1, AGENTPERWGSUMMARY2,
AGENTSUMMARY1, AGENTSUMMARY2
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AltiReport Manual
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