Chapter 3: The Reports
AltiReport Manual 49
•
Start Time
—Time the call started
•
End Time
—Time the call ended
•
Caller
—Available information about the caller: PSTN phone number/IP phone
number, name, calling from a cell phone, etc.
•
Agent
—The agent’s extension number and name
•
Duration in Different Call States
—Displays how long the call spent in different call
states:
•
AA/IVR—Listening to and making a selection in the AA/IVR
•
Queue—Waiting for an agent after making a selection
•
Ring—Waiting for an agent to answer a ring
•
Talk—Talking with an agent
•
Hold—Time spent on hold after talking with an agent starts
•
Rec—For how long the call was recorded
•
Start Priority
—The priority this call had when it came in.
•
Within SLT
—Was the time the caller had to wait before connecting to an agent
within the service level threshold specified, Yes or No.
(The Service Level
Threshold is set in MaxAdmin >
Workgroup Configuration > General
tab.)
•
Exit State
—The state the call was in when the caller exited the call. Examples:
Connected, Transfer Ring, Hang up During Ring, One Number Access, Go to VM with
Voice Message, Go to VM without leaving voice message.
•
Session ID
—a unique number assigned by MAXCS to a call
•
Seq ID
—A unique number that identifies multiple records of the same call (same
Session ID)
Data Source
All data from the table CDRMAIN
